Emirates Motor Company (EMC), the authorised general distributor of Mercedes-Benz in Abu Dhabi and Al Ain, introduces a new AI-powered customer communication solution across its official WhatsApp channel and website, supporting customer enquiries across sales, leasing and after-sales.
Developed in collaboration with Captain AI, the AI-powered solution launched in August 2026 following a five-week implementation period. It provides customers with round-the-clock access to EMC, with a seamless handover to an advisor whenever personal assistance is required.
Supporting customers around the clock
Through EMC’s existing WhatsApp number and website, customers receive an initial response in approximately five seconds, 24/7, with no additional app or registration required. Captain AI also arranges callbacks and directs enquiries to the relevant EMC team.
Combining digital convenience with personal support
Initial usage data shows that 83% of WhatsApp conversations are managed end to end through the AI-powered solution, while 17% are transferred to an EMC advisor within the same chat. The full conversation history is retained during the handover, allowing the conversation to continue without customers having to repeat information.
In one sample week, 57 callback requests were recorded across sales, leasing and after-sales.
“At EMC, we are continuously looking at how technology can enhance the customer experience. With AI becoming an increasingly important part of how customers interact with brands, collaborating with Captain AI reflects our focus on creating more connected and efficient customer interactions, while maintaining the personal service our customers expect.”
– Walid Salame, Manager, Operations & Business Support, Emirates Motor Company
“A dealership is judged on how fast it answers, and no team can staff every hour in every language. Captain AI takes the first line so the dealer is always the one that replies, and hands the customer to a person the moment it matters. EMC ran it on their real customers, under the Mercedes-Benz name, from day one. That is the only kind of proof that counts.”
– Eugene Muravjev, Founder & CEO, Captain AI
Captain AI is now live on EMC’s website chat and official WhatsApp channel for customers in Abu Dhabi and Al Ain, across sales, leasing and after-sales.
