Where it works
Repeated questions with stable answers: opening hours, order status, returns policy, booking steps. Here the bot saves time and answers at any hour.
Where it harms
Sensitive complaints, emotional situations and large financial decisions. If the bot insists on answering instead of handing the customer to a person, you lose the customer.
Arabic needs testing
Modern models are good in Arabic, but dialects, names and local terms sometimes confuse them. Test the bot on your customers' real messages before launch, not on ideal questions.
Start with one task
Pick one measurable task, such as answering booking questions, and watch results for two weeks before expanding. A small, proven success beats a broad, untuned launch.
Make handover to a person easy
A clear button to reach a person, with the conversation context passed along so the customer doesn't repeat themselves. That detail alone decides customer satisfaction.