Agentic AI is transforming the automotive sector by offering advanced customer engagement solutions that move beyond traditional scripted responses. Unlike conventional chatbots that follow rigid decision trees, Agentic AI operates autonomously, enabling it to understand context, make decisions, and execute complex workflows without needing human intervention. This shift is particularly significant in industries requiring real-time support, as it fundamentally changes how customers interact with businesses.

One of the key benefits of Agentic AI is its ability to analyze vast amounts of business data to learn and perform complete tasks across various systems. This capability bridges the gap between automation and human-level service. Beerud Sheth, Founder & CEO of Gupshup, a leading Conversational AI platform, describes this change as a move towards AI that “actively makes decisions and executes complex workflows.”

In customer-focused sectors like automotive services, the implications are profound. Companies such as Petromin, a leader in Saudi Arabia’s mobility solutions, are leveraging Agentic AI to gain a competitive advantage. These AI agents are evolving from basic customer service responders to comprehensive partners that manage entire customer journeys, including lead qualification, appointment scheduling, real-time diagnostics, and service coordination.

An example of this innovation is Petromin’s collaboration with Gupshup to launch PETROMINit!, which is Saudi Arabia’s first Generative AI-powered automotive customer service agent. Utilizing the Gupshup Conversation Cloud, PETROMINit! provides real-time assistance via WhatsApp, offering instant, human-like support in both Arabic and English. The response to this service has been significant; in its first month, nearly half of Petromin’s WhatsApp users interacted with the AI agent, primarily inquiring about vehicle servicing and loyalty points.

According to Khaleej Times, Hussein M. Dajani, Group Chief Marketing and Customer Centricity Officer at Petromin Corporation, noted, “At Petromin Corp, we’re reimagining automotive customer service through the power of intelligent AI Agents. We are proud to introduce a solution that redefines convenience for our customers and sets a new standard for automotive customer support in Saudi Arabia.” He highlighted the strong early adoption of the AI agent, with a majority of queries focused on quick vehicle service and loyalty points.

The significance of Agentic AI extends beyond just the automotive sector; it enhances both operational efficiency and customer satisfaction. Businesses utilizing these AI agents create personalized experiences that closely resemble human interaction. This adaptability is especially vital in multilingual markets like Saudi Arabia, where understanding linguistic and cultural nuances plays a crucial role in AI adoption.

Beerud emphasized that the challenge of integrating AI in different languages goes beyond mere translation; it requires maintaining technical accuracy and conversational flow. Gupshup has addressed this by using advanced large language models (LLMs), which are fine-tuned for industry-specific terminology. “AI Agents are driving a radical transformation in customer engagement across industries,” Beerud stated. “They provide a delightful, empathetic, instant, accurate, and personalized experience to consumers.”

While PETROMINit! is already enhancing customer experience, Petromin plans to expand the AI agent’s functionality through additional partnerships, aiming for a more integrated mobility ecosystem. The long-term vision includes AI that not only assists customers but also anticipates their needs, such as managing vehicle maintenance schedules and coordinating real-time fuel deliveries.

As AI technology continues to evolve, the role of Agentic AI is expected to expand across various industries, becoming vital strategic assets that optimize workflows globally. Gupshup’s Agentic AI is already making waves internationally; it has deployed Portuguese-speaking AI agents for product recommendations in Brazil, and in Indonesia, Mexico, and India, AI-powered assistants are serving customers in Bahasa, Spanish, and Hindi, respectively.

Petromin’s adoption of Agentic AI reflects a broader trend in customer engagement, indicating that the future will be characterized by AI that is intelligent, autonomous, and deeply integrated within business ecosystems. Agentic AI is set to redefine customer interaction and operational intelligence in the coming years.