In partnership with, Lulu Hypermarket introduces novel AI-powered customer experiences on WhatsApp.

March 1, 2023

In partnership with, Lulu Hypermarket introduces novel AI-powered customer experiences on WhatsApp.


International retailer Lulu Hypermarket has introduced Salem, a new AI-powered customer service assistant accessible on WhatsApp, as part of its commitment to fostering excellence in customer experience. The service is offered to clients in the United Arab Emirates, the Kingdom of Saudi Arabia, Qatar, Bahrain, Oman, Kuwait, Malaysia, and Indonesia. It is driven by, a renowned platform for enterprise-grade Conversational AI.


Customers can now use WhatsApp messaging to buy goods for in-store pickup in the UAE, receive in-app purchase receipts, quickly monitor the delivery of their online orders, message for purchase-related customer support, and more.


One of the first retailers in the Middle East, Lulu Hypermarket now allows customers to join up for personalised offers based on their past purchases through a WhatsApp loyalty programme. Since July 2022, Salem has sent over 300+ personalised WhatsApp offers, with a 40% rise in opt-ins as a result.


Salem is able to effectively engage with customers throughout the stages of their purchase journey thanks to deep backend integration with the retailer’s CRM and Order Management system, and has significantly increased customer happiness by up to 60%, as measured by the platform.


“Salem chatbot has significantly reduced the workload on Lulu Hypermarket’s customer support agents, enabling them to focus on more important duties,” said V. NandaKumar, Director of Marketing and Communications at Lulu Group. Since going live four weeks ago, it has effectively answered more than 3 million unique users’ queries and will keep expanding in the months to come. In the event of complex problems, it is able to seamlessly switch customer conversations to live agent assistance.


“Conversational AI- powered solutions on messaging channels like WhatsApp are rapidly and effectively redefining retail digital commerce,” said Rashid Khan, Chief Product Officer and Co-Founder of We are thrilled to collaborate with a venerable company like Lulu Hypermarket in order to provide wonderful customer experiences, increase sales, and support their overall digital transformation path.


“We continue to see a growing desire from customers, especially in the Middle East, to connect with a business in the same way they chat with their friends and family – through quick, easy, and secure messaging,” says Nicolas Farin, Head of Client Sales EMEA, Business Messaging at Meta. We anticipate that this collaboration will further enhance client journeys by introducing fresh and creative WhatsApp connection options.


To communicate with Lulu Hypermarket right now on WhatsApp, click here.