هل المتاجر الإلكترونية بتستغني عن خدمة العملاء البشرية

Sahl Monday,06 Oct 2025

With the advancement of artificial intelligence and the proliferation of chatbots on every website and online store, many are asking: Will there ever come a day when we can dispense with human customer service? In Saudi Arabia, especially after the significant development in e-commerce, companies have increasingly relied on intelligent systems to facilitate communication with customers. But the real question is: Can artificial intelligence truly replace the role of humans?
1. The Beginning of the Shift Towards Smart Service
In recent years, Saudi online stores have begun using chatbots to answer common questions such as order status, payment methods, or delivery times. These systems help reduce the pressure on support staff and make communication faster. With technological advancements, the bots have begun to speak in the local dialect and understand the context of the conversation more naturally.
2. The Advantage of Speed ​​vs. the Human Touch
Artificial intelligence is characterized by speed; it responds immediately, doesn't get tired, and doesn't forget any information. However, no matter how efficient it is, it still lacks the human aspect that matters to many Saudi customers. A customer may experience a problem with their order or a delay, and in this case, they need to hear a human voice that understands and reassures them. A robot may apologize, but it can't convey "feelings."
3. Saudi customers prefer human interaction
In the Saudi market, customers still prefer to communicate with a real person when it comes to sensitive complaints or inquiries. Human interaction conveys a sense of trust and respect, especially in stores that sell luxury or customized products. Therefore, many large companies in the Kingdom are adopting a dual support system: robots for rapid response and human employees for special cases.
4. Artificial Intelligence as a Supporting Tool, Not a Replacement
Artificial intelligence didn't come to replace humans, but rather to assist them. Today, customer service employees use smart tools that analyze customer data, display their purchase history, and suggest appropriate solutions. In this way, the employee becomes smarter, faster, and more accurate. Artificial intelligence actually "increases efficiency" rather than eliminating jobs.
5. Training employees to interact with smart systems
In Vision 2030, the Kingdom focuses on developing the digital skills of national cadres, including customer service employees. The goal is for Saudi workers to understand how to use smart systems and use them to provide the best possible service to customers. This is where the integration between technology and humans comes in: each complements the other.
6. The Future: Human-Machine Collaboration
In the near future, e-commerce stores in Saudi Arabia will continue to rely on human customer service, but they will increasingly rely on artificial intelligence as a primary assistant. Robots will be used to receive orders, and employees will handle situations requiring personal understanding and interaction. This integration creates a comprehensive experience that ensures customer satisfaction and speed of service.
7. Successful Experiences in the Saudi Market
Many Saudi stores have implemented smart customer service systems and have succeeded in improving response speed and service quality. For example, some stores rely on artificial intelligence to filter conversations first, then forward complex questions to the appropriate employee. This system has significantly reduced wait times and increased customer satisfaction.
In short, artificial intelligence has truly changed the face of customer service, but it will not replace humans. Rather, it will make them more efficient, providing them with tools that help them understand Saudi customers more deeply and serve them better. The future in Saudi Arabia will be a smart collaboration between machines and the human mind, providing customers with prompt service with an unforgettable "human touch."