What is a conversational AI layer in a super app?

A conversational AI layer enables users to discover and execute services inside a super app using natural language instead of navigating menus, improving speed and usability.

How did Isometrik AI implement conversational AI for Zain?

Isometrik AI embedded a custom conversational intelligence layer into Zain’s super app, enabling intent detection, backend orchestration, and real service execution.

How does conversational AI improve super app usability?

Conversational AI reduces navigation friction by allowing users to complete tasks through simple language, increasing engagement and reducing drop-offs in super apps.

Is this conversational AI solution different from a chatbot?

Yes. Unlike chatbots, this solution executes real workflows such as payments and recharges by orchestrating backend services directly from conversation.

What results did Zain achieve using conversational AI?

Zain achieved a 78% increase in service discovery efficiency and faster task completion using an AI-powered conversational layer.

Can conversational AI scale across multiple super app services?

Yes. The AI layer is built on a modular, microservices-based architecture, allowing it to scale across new services without rework.

Is conversational AI suitable for telecom super apps?

Conversational AI is highly effective for telecom super apps, enabling faster service access, personalized interactions, and reduced operational friction.

HOW ISOMETRIK AI BUILT AN AI LAYER FOR ZAIN’S SUPER APP

A custom AI-powered conversational intelligence layer embedded within a super app, enabling users to discover and execute everyday services through natural language — reducing friction, improving engagement, and accelerating service completion.

78% Increase

Service Discovery Efficiency

16 Weeks

From Concept to Production Deployment

Conversational AI

Discovery, Execution, Orchestration

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About the Client

ZAin

ZAin is a leading telecom and digital services provider in the Middle East. As part of its super app ecosystem, Zain offers users access to everyday services such as food ordering, grocery shopping, bill payments, recharges, and retail.

To simplify service discovery and reduce user friction within the app, Zain partnered with Isometrik AI to build an AI-powered conversational layer that enables users to discover and execute services through natural language.

The Challenge

When Super Apps Still Feel Complex

Despite consolidating services into a super app, core usability challenges remained.

Fragmented Service Discovery

Users still had to browse categories, search menus, and switch flows to find what they needed, slowing task completion and increasing drop-offs.

Repetitive User Effort

Routine actions like bill payments, recharges, and recurring services required repeated manual navigation instead of intelligent shortcuts.

No Contextual Intelligence

The platform lacked memory of user preferences, habits, and past actions, resulting in generic, non-adaptive experiences.

Conversational UX Without Execution

Existing conversational interfaces could answer questions but struggled to reliably trigger real service workflows.

Zain needed more than a chatbot.

It needed a conversational execution layer embedded into the super app

The Solutions

Isometrik AI Deployed a Conversational Intelligence Layer Inside the Super App

Each solution component directly mapped to a core user experience bottleneck.

Conversational Discovery Agent

Problem Mapped: Complex navigation & poor service discovery

Delivered:

Natural-language service discovery
Intent understanding across service categories
Direct routing to relevant flows

Outcome: 78% improvement in service discovery efficiency and faster task initiation.

Context & Preference Intelligence

Problem Mapped: No personalization or learning

Delivered:

User preference capture
Repeated-action recognition
Context-aware service suggestions

Outcome: More relevant interactions and reduced repetitive effort for users.

Execution Orchestration Layer

Problem Mapped: Conversation without real execution

Delivered:

Backend orchestration across services
Payment, recharge, and booking workflows
Transaction confirmation and tracking

Outcome: Conversation reliably translated into real-world service completion.

Proactive Engagement Logic

Problem Mapped: Reactive, transactional usage

Delivered:

Bill due reminders
Recharge prompts
Contextual service alerts

Outcome: Shift from one-off interactions to ongoing intelligent engagement.

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Built on Modern, Scalable Architecture

AI, backend, frontend, and security layers powering the platform.

Node.js

Python

MongoDB

Cassandra

Flutter (Hybrid)

Azure

Docker

Kubernetes

Results & Impact

Measurable improvements inside the super app.

78%

Improved Service Discovery

Users reached execution faster through conversation

16 Weeks

Time to Market

From concept to production deployment

AI-Led

User Experience

Higher engagement driven by reduced friction

Isometrik AI helped us move beyond menu-driven experiences and embed real conversational intelligence into our super app. The AI layer simplified how users discover and execute services, delivered clear efficiency gains, and set us up for long-term scalability without added complexity.

Founder, Zain

Why This Succeeded

Problem-first AI design focused on real user friction

Conversational AI built for execution, not surface-level interaction

Clean backend orchestration across multiple services

Modular architecture designed to scale within the super app

Rapid deployment without disrupting existing systems

The Conclusion

Zain demonstrates what happens when a super app is enhanced with intelligence at its core.

AI-powered conversations replace complex, navigation-heavy workflows.

This wasn’t a visual redesign of the super app — it was a conversational AI layer embedded within it, turning fragmented services into natural, intuitive interactions.

Users Complete Tasks Faster

Natural language interaction allows users to discover services, ask questions, and complete actions without digging through menus.

Platforms Improve Usability

Reducing navigation complexity leads to higher engagement, clearer journeys, and smoother service discovery across the super app.

Businesses Gain Efficiency

Conversational flows reduce drop-offs, support overhead, and friction while increasing successful task completion.

Frequently Asked Questions

Common questions people search about AI-powered conversational AI layer for Zain super app

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Get a custom AI solution that you own — built for your business.