An AI concierge sits at the front line of customer contact, combining natural language understanding with the ability to execute workflows in the systems behind a business. It detects what a customer wants, whether that is tracking an order, booking an appointment, or resolving a complaint, then carries the interaction through to a resolved outcome rather than handing off after a simple answer. Because it operates across channels such as WhatsApp, web, and voice, the same underlying logic and context follow the customer regardless of where they start.
For MENA businesses, customers often move fluidly between Arabic dialects, English, and code-switched messages, frequently on WhatsApp, which is the dominant channel for customer contact across the region. An AI concierge built for this environment needs to detect intent accurately in that mixed language use and then act inside banking, healthcare, retail, or logistics systems under the compliance constraints those industries impose, rather than simply directing the customer elsewhere.
In Eshal: The Eshal product is an AI concierge, not a chatbot: it executes workflows such as processing returns, booking appointments, and initiating KYC rather than merely providing information. It operates across WhatsApp Business API, web, and voice channels with the same integrated context, and connects to CRM and ERP systems so actions taken during a conversation are reflected in the business's own records.