Today's Edition
MAYS IBRAHIM (ABU DHABI)
Companies in the UAE are increasingly embedding their services into AI chat platforms such as ChatGPT, signalling a shift in how users discover and access everyday services, from transport to utilities and food delivery.
The latest example comes from Yango Group, which has integrated its ride-hailing service into ChatGPT, allowing users to plan trips, compare routes and view fare estimates within a conversation before completing bookings through its own app or web platform.
The feature, rolled out across more than 25 countries, enables users to check real-time prices, estimated arrival times and optimal pickup points without switching between apps.
The move points to wider changes in both mobility and digital behaviour in the UAE. According to Dubai's Roads and Transport Authority, shared transport, including ride-hailing, grew from 7.5% to 9% of total trips between 2024 and 2025.
At the same time, high digital adoption is accelerating the use of AI-driven interfaces.
The Telecommunications and Digital Government Regulatory Authority reports internet penetration in the UAE exceeds 99%, while a 2025 study by KPMG International and the University of Melbourne found that 97% of residents use artificial intelligence in work, study or daily life.
Islam Abdul Karim, regional head of Yango Group Middle East, said the UAE's combination of high connectivity and evolving mobility patterns made it a natural market for the launch.
He added that conversational platforms are increasingly becoming the starting point for decision-making, even if dedicated apps remain essential for completing transactions.
"Ride-hailing is becoming part of how people move day-to-day, whether for work, errands, or travel across cities. At the same time, users are getting used to managing everyday tasks through conversational AI interfaces, where they can ask, compare, and decide in one place," Abdul Karim told Aletihad.
The integration also aligns with national ambitions such as the UAE National AI Strategy 2031, which aims to position the country as a global leader in advanced technologies and smart services.
Other organisations in the UAE have already moved in the same direction.
The Dubai Electricity and Water Authority (DEWA) earlier this year became the first government entity and utility globally to offer services through the ChatGPT Apps Directory, allowing customers to check bills, locate EV chargers and access account information through the platform.
In 2023, telecoms group e& announced it will be integrating generative AI tools into its internal operations, using them to streamline workflows and support decision-making processes, while also exploring early customer-facing applications as part of its broader digital transformation agenda.
Later that year, delivery platform talabat launched a ChatGPT-powered grocery assistant designed to help users discover recipes, identify available ingredients and complete orders within a single conversational flow.
Abdul Karim argued that platforms like ChatGPT currently bring a "complementary" layer that could grow into a unifying "interface" across services.
"In a market like the UAE, where the national agenda is focused on AI adoption, smart infrastructure, and seamless digital experiences, it is realistic to expect conversational platforms to take on a larger role over time," he said.
"They may not replace dedicated apps, but they could become the interface that ties everything together."
