Case Study
Industry: Mobility & Ride Hailing
Region: UAE and KSA
Size: 65 support agents, roughly 300,000 conversations a month
Channels: In-app chat, WhatsApp
Results
Average response time: under 30 seconds, down from 9 minutes
Resolved automatically: 81% of conversations
Volume: 2x growth absorbed with the same team
The customer
Rakib is a ride-hailing platform operating across the UAE and Saudi Arabia, serving both the riders booking trips and the drivers earning on the road. Its 65-person support team operates entirely within the app and via WhatsApp, around the clock, because rides never stop.
The challenge
Ride-hailing support happens in real time, mid-trip, with two sides who both need help at once. A rider cannot find their driver. A driver was sent to the wrong pin. A trip got charged wrong. A passenger left a phone in the back seat and the car is already three streets away. None of these can wait nine minutes, because by then the moment has passed and the trip is over.
Rakib had two forces pulling against each other. Volume was enormous and constant, 300,000 conversations a month across riders and drivers, day and night. And the platform was growing fast, so that number kept climbing. Support response time had slipped to nine minutes, which for someone standing on a curb watching the wrong car drive away is not support at all.
The operations team could not simply hire ahead of the growth. Ride hailing runs on thin margins and around-the-clock demand, so staffing a 24-hour team large enough for every surge meant paying for capacity that sat idle half the day.
"Our support has to keep up with a moving car. A rider staring at the map wondering where their driver is will not wait nine minutes; they will just cancel and leave. We were growing fast, and no headcount plan could keep pace with that in real time." Omar Al Farsi, VP of Operations, Rakib
Why AutomatiCworX
Rakib needed instant answers, at any hour, for both riders and drivers, at a volume that kept growing, without the cost growing in lockstep.
AutomatiCworX fit the problem. It resolves the routine trip and account questions in the conversation, in seconds, for both sides of the marketplace. It works across the app and WhatsApp with one shared memory. And the flat monthly price meant Rakib could double its volume without watching the support bill double with it.
It went live in seven days on top of the systems Rakib already ran.
AutomatiCworX in action
A rider messages in the app that their driver seems to be heading the wrong way. AutomatiCworX checks the live trip, sees the driver is at the wrong pickup point, shares the correct location with both sides, and sorts it out in the same chat, in seconds, while the trip is still live.
The system handles the high volume core on its own for both riders and drivers: trip status, fare and charge questions, cancellation and refund handling, lost item reports, driver payout and account questions, pickup and route issues.
When a case needs a person, it does not stall. A safety concern, a dispute, a payment problem, or anything outside the standard rules goes to the team with the full trip history and its own reasoning attached. Sensitive actions wait for a human to approve them. The agent starts with the whole trip in front of them, not a blank screen.
The results
Rakib kept its speed while it doubled in size.
Average response time dropped from 9 minutes to under 30 seconds.
AutomatiCworX resolved 81% of conversations on its own, across both riders and drivers.
Rakib absorbed 2x volume growth with the same 65 agents.
Support cost per conversation fell sharply even as total volume climbed.
What changed for the team
Before, the team spent every shift buried in "where is my driver" and "why was I charged this," at all hours, never catching up. Now that volume clears itself, and the agents handle the cases that genuinely need a person: safety issues, real disputes, the situations where judgment and care actually matter.
"My team used to just absorb the flood, all day and all night, and never get ahead of it. Now they handle the cases that really need a human, the safety calls, the real problems. They are not drowning in trip status questions anymore, and the work finally feels worth their skills." Layla Haddad, Head of Customer Support, Rakib
In their words
"In ride hailing, help that arrives in nine minutes is help that arrives too late. Now a rider or a driver gets an answer in under thirty seconds, mid-trip, when it actually matters. And we doubled our volume without doubling our support cost. That is the only way this business scales." Omar Al Farsi, VP of Operations, Rakib
What is next
Rakib is extending AutomatiCworX to Arabic language support across both channels and to proactive trip updates, so riders and drivers hear about a delay or a change before they have to ask.
See what AutomatiCworX can resolve for your riders and drivers.
See how AI Agents understand, verify, and act automatically, or see the whole operation in Insights.
