Talk
From Conversations to Conversions: Building an AI Agent Playbook for MENA E-commerce
E-commerce teams receive buying signals every day through WhatsApp, social messages and customer calls, yet those conversations often remain disconnected from their CRM, store and follow-up workflows. This talk presents a practical playbook for using AI agents to turn conversations into structured leads, orders and repeat purchases.
Drawing on my work building Appgain.io and ConnectGain, I will walk through three workflows: helping shoppers discover products and qualify their needs; following up on abandoned purchases and unanswered inquiries; and supporting customers after purchase with a clear handoff to a human when needed.
Attendees will learn how to connect channels to CRM and commerce workflows, design agent and bot flows, handle Arabic and English customer interactions, and define the boundaries between automation and human judgment. I will also show how to evaluate success using conversion rate, response time, resolution quality and repeat purchase metrics, while addressing consent, data quality and common implementation failures.
The goal is an actionable starting plan for retailers and founders: choose one customer journey, connect the right data, launch a focused pilot and measure the business outcome before scaling.
About
Mohamed Shaheen is the Founder & CEO of Appgain.io, based in Cairo, with more than 20 years of experience building software platforms across e-commerce, CRM, fintech, digital identity and AI automation. He leads the development of ConnectGain, bringing AI agents, omnichannel customer engagement and workflow automation together to help businesses turn customer conversations into leads, orders and lasting relationships. His work focuses on practical AI adoption, customer acquisition and retention, and connecting marketing, sales and customer operations across MENA. Previously, he worked in digital identity and telecom technology at Thales/Gemalto.