Emirates Motor Company adds AI customer support on WhatsApp and web

Emirates Motor Company has launched an AI-powered customer communication system with Captain AI across its website and WhatsApp channels in Abu Dhabi and Al Ain. The tool responds in about five seconds, works in more than 50 languages and hands customers to human advisors when needed.

Why it matters: - Emirates Motor Company customers can now get 24/7 support across sales, leasing and after-sales without downloading a new app or registering again. - The setup is designed to speed up first responses, reduce wait times and keep conversations moving when a human handoff is needed. - The system supports Mercedes-Benz customers in Abu Dhabi and Al Ain through channels they already use.

What happened: - Emirates Motor Company introduced an AI-powered customer communication solution on its official WhatsApp channel and website. - The launch covered customer enquiries across sales, leasing and after-sales. - Captain AI developed the solution, which launched in August 2026 after a five-week implementation period. - The system is live for customers in Abu Dhabi and Al Ain.

The details: - Customers receive an initial response in about five seconds, around the clock. - The service works through EMC’s existing WhatsApp number and website. - No additional app or registration is required. - Captain AI can arrange callbacks and route enquiries to the correct EMC team. - Initial usage data shows 83% of WhatsApp conversations are handled end to end by the AI system. - The remaining 17% are transferred to an EMC advisor within the same chat. - The full conversation history stays intact during the handoff, so customers do not have to repeat information. - In one sample week, the system recorded 57 callback requests across sales, leasing and after-sales. - The AI answers only from the dealer’s approved data and supports more than 50 languages.

Between the lines: - EMC is using AI as a front line for routine customer communication while keeping human advisors available for more complex or personal requests. - The early usage mix suggests the system is already handling most inbound chat traffic without escalation. - The retained chat history is a practical feature because it lowers friction during transfers and may improve customer satisfaction. - EMC said the collaboration reflects its focus on more connected and efficient customer interactions while maintaining personal service.

What's next: - Captain AI will continue operating on EMC’s website chat and official WhatsApp channel. - EMC may use the system’s conversation data to track demand, response quality and where enquiries are lost. - The deployment leaves room for broader use across additional digital touchpoints if EMC expands the program.

The bottom line: - EMC is betting that fast, multilingual AI support can improve customer service without replacing the human advisor when personal help matters.