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Agentic AI · Customer Operations
📍 Dubai, UAE
Multilingual Support Agent — E-Commerce Retailer
An agent that resolves order, returns, and delivery queries end-to-end in Arabic and English, autonomously processing refunds within policy — cutting first-response time from 6 hours to under a minute.
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The Challenge
A growing GCC e-commerce brand had three support staff handling 800+ daily queries across WhatsApp, email, and web chat — response times were slipping and refund processing was a manual bottleneck.
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The Solution
A support agent connected via MCP to the order management system, payment gateway, and courier APIs — it resolves routine queries autonomously, processes refunds within defined policy limits, and escalates anything ambiguous to a human with full context attached.