Horizontal Digital launches chatbot-first UI for DP World to elevate customer experience

Dubai, UAE – September 3rd, 2026 – Horizontal Digital, the leading experience-forward consultancy, is excited to announce the launch of a new chatbot-first digital experience, powered by agentic AI and large language models (LLMs).

The innovation uses AI to enhance customer experiences and lead-capture in complex enterprise environments. It’s the latest step in Horizontal Digital’s journey to embed AI into organizations’ everyday digital interactions with prospects and customers.

The chatbot helps organizations with large websites, and those serving highly diverse audiences, get each visitor to the information they need more quickly.

It also streamlines lead-capture and follow-up, by eliminating the need for people to fill out forms and providing detailed information about the person’s requirements directly to sales and customer service teams. This enables faster and better-informed responses, benefiting the organization and customers alike.

The chatbot’s conversational interface asks website visitors what they want to do. Using retrieval-augmented generation (RAG), it surfaces relevant content from the organization’s website, presenting succinct answers to their questions, with links to find out more.

The tool converses with users throughout their visit, building a profile of the person and their needs. When it senses they’d benefit from speaking to a human, it proactively asks whether to pass them across. With the visitor’s agreement, their details and conversation history are routed to the relevant team, providing them all the information they need for a fast and well-informed response.

The software is technology-agnostic, giving organizations flexibility to use a variety of LLMs, and the freedom to adopt new models as these emerge. The chatbot is also independent of the digital experience it surfaces information from, meaning minimal changes to website code are required, and content team workflows remain exactly the same.

Protections against hallucination and incomplete answers are engineered-in, while controls to limit the chatbot’s access to information mean organizations enjoy peace of mind knowing that only pre-approved material can be surfaced.

George Smith, Managing Director EMEA & APAC at Horizontal Digital, said: “This is an example of how cutting-edge technology, when intelligently and purposefully applied, can take digital customer experiences to whole new levels, resulting in happier customers and better business outcomes.”

“As we roll this out with customers and gather feedback, we’re building out our product roadmap. This will include AI-enabled tools to monitor the chatbot’s performance, automate lead-scoring, and highlight digital content gaps to marketing teams.”

Organizations interested in the solution can contact Horizontal Digital for a demo, via https://www.horizontaldigital.com/contact-us/dubai (Opens in a new tab)

Horizontal Digital is an intelligent connected experiences consultancy that builds exceptional websites, mobile, ecommerce and portal experiences that meet customers with the right message, at the right moment. We deliver on this promise by fusing every digital touchpoint with customer data from sales, service, ecommerce and marketing programs we design and implement. These connected experiences create and continue conversations for customers across all departments and channels – empowering organizations to build stronger relationships with them in the process. Our unwavering focus on delivering meaningful digital experiences at every touchpoint has allowed us to successfully solve complex challenges for some of the world's most recognizable brands.