GulfMed Medical Supplies AI Quote Bot

The challenge

Before

GulfMed is a Dubai-headquartered B2B medical supplies distributor serving clinics and hospital networks across the UAE, Saudi Arabia, Qatar, and Oman. Their inside-sales team of 14 was handling roughly 720 quote requests a day across email, WhatsApp, and the customer portal. Quote turnaround was averaging four hours during business hours and stretching into the next day for evening requests — long enough that customers were sourcing critical items elsewhere. Inside-sales reps were also frequently quoting from stale inventory data and being forced to retract or amend after the fact.

• 720 daily quote requests across email, WhatsApp, and customer portal
• Quote turnaround averaging four hours during business hours
• Evening requests stretching into next-day response
• Stale inventory data producing quotes that had to be retracted later
• Tiered customer pricing applied inconsistently across reps
• Substitute-product suggestions limited by individual rep product knowledge
• Bulk-order discount math computed by hand under time pressure
• Repeat customers receiving inconsistent pricing across reps

The solution

What we built

We deployed a quote agent that operates across email, WhatsApp, and the customer portal. The agent parses inbound requests in English and Arabic, identifies products from inconsistent naming, checks live inventory across the firm's three warehouses, applies the correct customer-tier pricing, suggests appropriate substitutes when items are short, calculates bulk-order discounts against the customer's contract terms, and produces a quote with availability, lead times, and total landed cost. The agent operates within boundaries — anything outside contract terms, sensitive regulatory items, or beyond an authorized value escalates to a human rep with full context. Customers receive quotes in minutes instead of hours. Inside-sales reps now handle exception cases, relationship work, and strategic accounts rather than transactional quote bashing.

How the system flows

1. Quote Request (email / WhatsApp / portal)→Language Detection
2. Product Identification→Live Inventory Check→Substitute Suggestion
3. Customer Tier Pricing→Contract Terms→Bulk Discount Calculation
4. Lead Time Estimation→Warehouse Selection→Landed Cost
5. Quote Generated→Customer Channel→Reply Sent
6. Boundary Exception→Sensitive Item or Value→Human Rep Escalation
7. Customer Confirmation→Order Created→Picking Queue
8. Pricing Consistency→Same Customer Same Item Same Tier

• Multilingual quote drafting in English and Arabic
• Live inventory across three warehouses with confirmed availability