Saudi institutions adopt AI-powered messaging apps as primary service gateways.

Messaging apps like WhatsApp are rapidly evolving from simple communication tools into full-service digital gateways in Saudi Arabia, allowing companies and government agencies to deliver search, inquiries, service requests, and problem resolution within a single conversation window. This shift is driven by the integration of AI and bots, which manage large volumes of interactions around the clock while understanding user intent to provide accurate answers or escalate cases when needed. With 84% of Saudi institutions planning to invest in rich messaging technologies over the next five years, these platforms are surpassing traditional channels like SMS and email as the primary means for direct customer and citizen interaction. The transformation matters because it consolidates the entire service journey—from discovery to resolution—into one continuous conversation, significantly improving efficiency and satisfaction for the vast digital population relying on these apps daily.