Quick service restaurant (QSR) chain El Jannah has announced the successful deployment of AI-powered customer service on WhatsApp, reporting that the technology now autonomously resolves the vast majority of digital enquiries.
Since its launch in September 2025, the system has managed over 7,300 conversations. Data reveals that of the 1,515 enquiries submitted via WhatsApp, approximately 75%—over 1,100 cases—were resolved by AI without requiring intervention from a human agent.
Technical integration and scalability
The digital overhaul was executed in partnership with Xenai Digital. The firm integrated WhatsApp into El Jannah’s existing Salesforce Service Cloud environment, utilising Agentforce AI to manage routine requests. This shift has transitioned 20% of all chat-based cases to WhatsApp, effectively reducing the volume of calls directed to phone-based support teams.
“Customers expect fast answers, especially on messaging platforms they already use every day,” said El Jannah Chief Technology Officer Tyler Mason. “Using AI to handle routine enquiries allows us to respond more quickly while still ensuring customers can speak to a person when it matters.”
Operational impact
The implementation aims to balance speed with service quality. While the AI handles standard questions, the system is designed to route complex issues to human staff. However, the company notes that such escalations are becoming increasingly rare.
Robin Leonard, Partner at Xenai Digital, attributed the project’s speed to El Jannah’s ‘test-and-learn’ methodology. “That approach is refreshing and fast, allowing ideas to be tested, refined, and delivered more quickly,” Leonard stated.
Industry trends
The move reflects a broader trend within the hospitality and retail sectors toward AI-enabled service. As brands compete on accessibility and consistency, the focus has shifted from traditional loyalty programs to the efficiency of daily interactions.
“The best customer experiences feel effortless,” Leonard added. “By combining automation with human oversight, brands can be faster and more personal at the same time.”
