Case Study: iMile achieves 6x more users handled and bilingual Arabic–English support with Engati

How iMile optimizes supply chain operations and logistics

iMile, a delivery services company, needed to handle high volumes of customer queries about deliveries and shipment tracking to meet demanding customer expectations. They engaged Engati to provide a multilingual conversational AI solution (chatbot) deployed across multiple channels to improve response times and self-service.

Engati implemented an omnichannel bot that handles requests in both Arabic and English, managing the majority of inbound queries and boosting agent productivity. The bot handled 6X more users than live agents and showed that 53.3% of users preferred Arabic, enabling iMile to scale support, increase self-service, and reduce live-agent load.

iMile