At a glance
- Industry
- Property group
- Location
- Al Mamzar, Dubai
- AI employees
- Ahmed and Sarah on voice, plus WhatsApp AI
- Coverage
- 100% of calls, 24/7
- Channels
- Voice, WhatsApp, Instagram next
- Use case
- AI receptionist
Abdul Aziz Al Majid Group, the UAE real estate group founded in 1971, runs the front desk phone line of its gym in Al Mamzar, Dubai, on xAIa's multi-agent voice infrastructure. Two specialist AI employees share every call: Ahmed speaks Arabic and Sarah speaks English, and when a caller changes language, the call passes to the right specialist mid-conversation, with everything already said carried across. They answer 100% of calls, 24/7, send plans and the location on WhatsApp during the call, and work alongside a WhatsApp AI agent that replies to messages in any language.
At a glance: from a ringing desk to every call answered
| Stage | Before | With xAIa's AI employees |
|---|---|---|
| Answering | Calls depended on whoever was free at the desk, and stopped when the desk closed | Every call answered on the first ring, day and night |
| Language | Callers were answered in whatever language the staff member spoke | A specialist agent for Arabic and one for English, swapping mid-call to match the caller |
| Follow-through | Plans and directions given out loud, then forgotten | Plans, prices and the location sent to the caller's WhatsApp before the call ends |
| Messages | WhatsApp answered when someone had a moment | A WhatsApp AI agent replying instantly in the customer's language, with Instagram next |
What did it change for Abdul Aziz Al Majid Group?
The front desk stopped being the phone line. Every enquiry is answered on the spot, in the caller's language, and the team only hears about the ones that need them.
- No missed enquiry. People decide to join a gym at all hours, often late at night. Every one of those calls is now answered while the decision is still warm.
- The desk team stays with members. Staff no longer break off from a member in front of them to answer the same pricing question again.
- The answer stays with the caller. Prices and plans land on the caller's phone during the call, so they can compare and come back ready to sign up.
- Every call on record. Each conversation is logged with its language, topic and outcome, so the group can see what people ask, when, and what they go on to do.
About Abdul Aziz Al Majid Group
Abdul Aziz Al Majid Group was founded in 1971 by Sheikh Abdul Aziz Mohamed Al Majid. It owns, manages and leases residential and commercial properties across Sharjah, Dubai, Ajman and Umm Al Quwain, more than 10,000 units in all. Alongside its properties, the group runs a gym in Al Mamzar, Dubai, which serves a community that speaks Arabic and English, among many other languages, and fields a steady flow of calls about memberships, prices, classes, facilities and opening hours from people deciding whether to join.
Why was the phone hard to cover?
- Calls come when the desk is busiest. The questions peak at the same times the gym floor is full, so the person best placed to answer is the one looking after members.
- The decision to join happens late. Many people call after work or late in the evening, when no one is at the desk to pick up.
- Two languages, often on one call. Callers start in one language and move to another, and a single generalist agent handling both sounds weaker in each.
- Details heard once are lost. Plan names, prices and directions given out loud are rarely remembered after the call.
What did xAIa build for Abdul Aziz Al Majid Group?
xAIa deployed two specialist voice AI employees and a WhatsApp AI agent, all running on the xAIa platform with the gym's own knowledge, tone and escalation rules.
Voice AI employee
Ahmed, the Arabic specialist
Ahmed handles callers who speak Arabic, in a natural Gulf register, answering questions on memberships, prices, classes, facilities and opening hours, and sending details to WhatsApp mid-call.
Voice AI employee
Sarah, the English specialist
Sarah handles callers who speak English with the same knowledge and the same tools, so every caller gets the same answer whichever language they choose.
Chat AI employee
The WhatsApp agent
A WhatsApp AI agent answers inbound messages instantly, in whatever language the customer writes, configured to the gym's setup and tone, with broadcast campaigns run from the same platform.
How do two agents share one call?
This is xAIa's multi-agent infrastructure at work. Rather than one agent stretched across everything, each agent is a specialist, and the call moves between them.
- The caller picks the agent by speaking. A caller who starts in English is with Sarah. If they switch to Arabic, the call passes to Ahmed. If they switch back, it passes back.
- Nothing is lost in the handoff. The receiving agent gets the full conversation so far: who is calling, what they asked and what was already answered. The caller never repeats themselves.
- No transfer, no hold. There is no ringing, no hold music and no menu. To the caller it is one continuous conversation with someone who speaks their language.
- Each agent is better at its own job. A specialist is tuned for one language, its phrasing and its pronunciation, which is why both sound natural rather than translated.
One agent trying to do everything ends up average at all of it. For Abdul Aziz Al Majid Group we built two specialists on our multi-agent infrastructure and let the call move between them, so an Arabic speaker gets Ahmed, an English speaker gets Sarah, and anyone who switches halfway never notices the handover.
How does WhatsApp fit into the call?
- Every plan, sent on request. When a caller asks about memberships, the agent explains the options and offers to send all available plans and prices to WhatsApp, straight to the number they are calling from.
- The location, as a pin. A caller asking where the gym is gets the address out loud and a map pin on their phone.
- Only with a yes. The agent answers out loud first, then offers the message, and sends it only when the caller agrees.
Chat today, Instagram next
The gym's WhatsApp runs through xAIa's omnichannel chat AI platform. The WhatsApp agent replies to every inbound message in the customer's language, and the team runs broadcast campaigns for offers and announcements from the same place, with full visibility of every conversation. Instagram direct messages are being added to the same inbox next, so every channel a member uses is answered by the same AI employee, with the same knowledge.
What happens when a caller needs a person?
The agents know where their remit ends. When a call needs the team, such as a complaint, a special request or anything outside the agreed scope, the agent captures the caller's details and reason and escalates by email to the right person at the group, according to agreed criteria. The team picks it up with full context, and the caller hears exactly what will happen next.
Why AI receptionists fit gyms and clubs
Gyms, studios and clubs share the same pattern: repeat questions, peak hours that collide with the busiest floor time, and decisions made in the evening.
- Memberships and pricing Every plan explained and sent to WhatsApp, at any hour.
- Classes and schedules Timetables, coaches and availability answered on the spot.
- Trials and visits Interest captured and passed to the team to convert.
- Multilingual members Specialist agents per language, handing over mid-call.
Frequently asked questions
What is a multi-agent AI voice system?
Instead of one AI agent trying to do everything, a multi-agent system gives each agent one specialism and lets them pass a live call between them. At Abdul Aziz Al Majid Group, Ahmed handles callers in Arabic and Sarah handles callers in English, and the call moves to whichever one fits the caller, with the full conversation carried across.
What happens when a caller switches language in the middle of a call?
The agent on the line hands the call to the specialist for that language. The new agent already knows who the caller is and what they asked, so the caller never repeats themselves and hears no hold music or transfer tone.
Can an AI receptionist send WhatsApp messages during a call?
Yes. Ahmed and Sarah send membership plans, prices and the gym's location to the caller's WhatsApp while they are still on the line, only after the caller asks for it or agrees.
Does the AI answer every call, even at night?
Yes. Every inbound call is answered, 24 hours a day, 7 days a week, including peak hours, late nights and public holidays.
What happens when a caller needs a person?
The agent captures the caller's details and the reason, and escalates to the right person at the group by email, based on agreed criteria, so the team picks it up with full context.
Is there a chat agent as well?
Yes. A WhatsApp AI agent answers inbound messages in the customer's own language, on the same xAIa platform, and Instagram is being added to the same omnichannel inbox.
