Talabat Lifts Customer Satisfaction Over 20% With Toku

Talabat, one of the Middle East's leading on-demand delivery platforms, saw customer satisfaction (CSAT) rise to about 80 percent after voice was introduced alongside chat on Toku's customer experience platform, a measured uplift of more than 20 percent across the deployment, according to Toku. Talabat is Toku's first customer in the Middle East. The Singapore-incorporated company's platform is now live in all eight markets where Talabat operates and supports more than 8,000 users.

Eight Markets, 8,000 Users

Talabat uses the platform in Bahrain, Egypt, Iraq, Jordan, Kuwait, Oman, Qatar and the UAE. Its in-house and business process outsourcing (BPO) teams use it for inbound and outbound service.

Toku's contact center is integrated with Talabat's various customer relationship management (CRM) environments and manages the different regulatory, infrastructure and language requirements in each market. The Talabat deployment follows Toku go-lives with PedidosYa in Latin America and Glovo in Europe.

A Local Base In The UAE

Toku announced the Talabat results alongside the incorporation of Toku Technology L.L.C. on August 24, 2026, its first in-country entity in the Middle East. The subsidiary lets Toku contract, invoice, hire and pursue government and semi-government tenders directly in the UAE and across the Gulf Cooperation Council (GCC). The company says its regional footprint has grown from two to eight markets since December 2025.

Toku also signed a memorandum of understanding with SESTEK in June 2026. The two are working to add SESTEK's Arabic-language conversational AI, including Gulf Arabic speech, to Toku's offering.

“The Middle East has developed ahead of our expectations since our first deployments there last year. The regional disruption earlier this year has durably changed how governments and enterprises assess cloud concentration and data residency, and demand for customer engagement platforms that can run on locally hosted, sovereign or hybrid infrastructure has increased markedly. Our UAE subsidiary gives that demand a local foundation: it lets us contract, invoice, and hire in-country, brings us closer to our customers and partners, and positions Toku to participate fully in the region’s digital transformation. Our partnership with SESTEK follows the principle of composability that runs through our platform: specialist Arabic-language models run behind Toku’s orchestration layer, so organisations across the GCC get the accuracy they need without compromising on the deployment and data requirements that matter most to them.”

Toku will show its platform at the Customer Experience Live Show Middle East in Dubai on September 30 and October 1, 2026, where Laboulle will give a keynote address.