Al-Futtaim Lexus launches an Artificial Intelligence powered Chatbot

Al-Futtaim Lexus, the exclusive distributor of Lexus in the UAE and part of the Al-Futtaim Automotive Group, has launched LAILA, Lexus Artificial Intelligence Live Assistant, a dual language, Artificial Intelligence-powered chatbot. Using AI, Lexus can more intelligently and efficiently predict its customers’ behaviour to provide a personalised shopping experience.

With recent studies stating that 50 percent of online shopping is expected to take place on mobile this year, Lexus recognised that conversational commerce apps can act as the perfect complement during the decision-making stage to provide the customer with the required relevant information. With LAILA, Lexus can have a two-way conversation with its customers to help them through the buying journey. The English and Arabic AI-powered chatbot offers a completely personalised, one-to-one shopping experience by matching individuals with the right kind of models, providing on-demand customer services that are swift and reliable, combined with a further improved after-sales service. 

With the help of LAILA, customers can experience a full set of services, such as seamlessly booking a test drive, requesting service appointments, exploring product information for both new and pre-owned models, all from their mobile devices. Customers can also locate service centres and showrooms as well as provide feedback for Lexus to ensure it is continuously improving its service. 

Saad Abdullah, Brand Director Al-Futtaim Lexus said: “Al-Futtaim Lexus has always prided itself on delivering customer service of the highest quality – we apply this to every aspect of our business.  As consumer needs evolve at an accelerated pace given the current climate, Artificial Intelligence has the potential to completely transform the traditional buying journey and take it to the next level with personalization, automation, and increased efficiency. We innovate on behalf of our customers to ensure they can experience an enhanced customer journey from the comfort of their own homes, through the platforms they are most familiar with. With the launch of this innovative new solution we are able to harness technology to get even closer to our customers and deliver that Lexus experience we have come to be known for, by offering them more and easier ways to interact with us.”

As part of its commitment to continuously elevate the customers’ experience through digital tools and innovation, Al-Futtaim Lexus also recently announced a game-changing partnership that enables UAE customers to build and book their very own Lexus online for the first time in the UAE.  Similarly, LAILA is focused on a one-to-one consumer conversation on Facebook, while also being available on the Lexus UAE website.

A subsidiary of the Al-Futtaim Automotive Group, Al-Futtaim Lexus enjoys a strong network of showrooms and service centers across the UAE. Al-Futtaim Automotive is one of five divisions within the Al-Futtaim Group which provides quality products and services that enrich people’s lives and aspirations each and every day.