In Dubai’s round-the-clock market, service-centric companies must deliver quick, multilingual support while keeping costs in check. From booking appointments and tracking orders to delivery changes and payment reminders, AI voice automation is rapidly becoming the backbone of faster, more reliable customer service.
Auratek is helping organizations across Dubai achieve this by building voice AI systems that respond to high call volumes 24/7, resolve routine requests end-to-end, and escalate complex issues with full context. The following case study highlights a Deira-based enterprise and shows how a production-grade voice agent translated strategy into measurable operational gains.
Client Overview
Client: Confidential (Leading Deira-Based Retail & Pharmacy Chain)
Industry: Retail, E-Commerce & Healthcare (Pharmacy)
Headquarters: Deira, Dubai, United Arab Emirates
Team Size: 400+ Employees
Key Challenge: The in-house call center was overwhelmed by repetitive queries across Arabic, English, and Urdu/Hindi, which caused:
Long peak-time queues during promotions and holidays
High agent burnout due to repetitive FAQs (order status, store timings, refill requests)
Inconsistent experience across languages and locations
Rising support costs without flexible scaling options
As a fast-growing retailer with pharmacy operations, the client needed secure, multilingual call automation to deflect routine traffic, protect sensitive information, and keep human agents focused on high-value conversations.
Auratek’s Approach to AI Call Automation Development
As a UAE-focused AI engineering partner, Auratek delivered a four-stage program to launch a compliant, high-impact voice solution.
1) Discovery: Callflows & Knowledge Mapping
We analyzed real call patterns and connected data sources:
Top intents: order tracking, refill requests, product availability, store hours, delivery changes
Language priorities: Arabic, English, Urdu/Hindi (with a roadmap for Tagalog & Malayalam)
Core systems: POS/OMS, pharmacy software, CRM, delivery partner APIs
Governance: recording notices, data minimization, and retention aligned with UAE PDPL; healthcare scenarios aligned with DHA guidance (best-practice alignment, not legal advice)
Workshops with operations, pharmacy, and customer care teams aligned the agent’s flows, tone, and escalation rules with day-to-day practice.
2) Intelligent Voice Agent Design
We built a production-ready agent able to:
Recognize speech in noisy settings and diverse accents (ASR)
Manage multilingual dialogs with confirmations and graceful fallbacks
Automate routine tasks: order status, refill validation, delivery rescheduling, store info, return policy
Escalate seamlessly with context handover (ticket + transcript) to live agents in under two seconds
Improve continuously via feedback loops (intent accuracy, containment, sentiment)
3) Telephony & System Integration
To fit existing operations, we integrated with:
SIP/PBX and cloud telephony (Twilio/Plivo or SIP trunk), IVR entry points, smart routing
CRM/OMS/Pharmacy APIs for real-time answers
Agent desktop plugin for warm transfers and concise call summaries
Analytics for intent mix, containment, AHT, CSAT proxy, and language distribution
4) Security, Quality & Compliance by Design
We enforced:
Role-based access control, encryption at rest/in transit, centralized secrets management
Redaction and retention policies aligned with UAE PDPL (and DHA considerations where applicable)
Consent prompts for recording; complete audit trails for automated actions
Human-only pathways for sensitive scenarios (e.g., no medical advice from the bot)
Note: Compliance controls reflect technical best practices and are not legal counsel.
Technologies We Used
Speech & Voice: Whisper or Deepgram (STT); Amazon Polly or ElevenLabs (TTS)
NLP & Reasoning: OpenAI GPT; AWS Bedrock options for regional deployment strategies
Orchestration: Custom dialog manager with fallback states and escalation logic
Backend: Python, FastAPI, Celery/Redis for async tasks, webhooks
Telephony: Twilio/Plivo, SIP trunking; optional Asterisk/FreeSWITCH bridges
Data & Infra: PostgreSQL, Redis, AWS Lambda, S3, CloudWatch, API Gateways
Observability & QA: Centralized logging, transcripts, prompt QA harness, PII redaction
Security: OAuth2.0/JWT, IP allowlisting, KMS-backed key management
Results and ROI (After 12 Weeks)
| KPI | Before AI | After AI |
|---|---|---|
| Average Wait Time | 6–8 mins | < 45 sec |
| Call Containment (No Agent Needed) | 0% | 62% |
| First-Call Resolution (Automated) | — | 78% |
| Average Handle Time (Agent Cases) | 7:20 | 4:10 |
| Multilingual Coverage (Live) | 2 langs | 3 langs |
| Cost per Resolved Routine Inquiry | Baseline | ↓ 35% |
| Agent Utilization on Complex Cases | — | ↑ 40% |
| CSAT Proxy (post-call SMS/IVR) | 3.7/5 | 4.4/5 |
Additional business impact:
24/7 coverage with smooth handling of promotional spikes
Fewer missed calls and faster callbacks; improved NPS for delivery and pharmacy lines
Unified reporting across languages and locations, enabling better staffing plans
Consistent scripts and tone; quicker ramp-up for new stores
Why Deira (Dubai) Businesses Need AI Call Automation
Deira’s dense, multilingual audience—residents, tourists, and traders—drives constant inbound demand. AI voice automation is especially valuable for:
Retail, pharmacies & clinics: refills, appointments, inventory queries
Logistics & delivery: status updates, address checks, rescheduling
Hospitality & F&B: reservations, offer details, peak-hour triage
Real estate & facilities: viewing schedules, maintenance tickets
Services & public-facing units: multilingual FAQs and routing
As expectations rise for instant service in Arabic, English, Urdu/Hindi, Tagalog, and Malayalam, call automation enables Dubai businesses to scale quality without proportional headcount growth.
Why Choose Auratek for AI Voice Solutions in Dubai
Built for the Gulf: Designed around UAE language mix, accents, and service norms
Compliance-aware: PDPL-aligned data handling and DHA-sensitive flows where relevant
End-to-end delivery: Discovery, IVR design, integrations, and post-go-live tuning
Human-in-the-loop: Smart escalations with full context to speed resolution
ROI transparency: Clear metrics for containment, AHT, CSAT proxy, and unit cost
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