Esrat Jahan:
Artificial Intelligence (AI) seems to be reshaping retail across Bangladesh, delivering significant cost savings, faster customer responses, and improved operational efficiency. From automating customer interactions to optimising supply chains, local businesses are increasingly turning to AI tools to streamline processes and enhance the shopping experience.
Such as LazyChat, a locally developed AI platform that integrates communication channels such as Facebook, Instagram, WhatsApp, and Messenger into one intelligent inbox. Supporting the Bengali language and capable of identifying products from customer-submitted photos, the platform can process orders directly, reducing response times by up to three times and cutting customer service costs by more than 70 per cent.
“We used to spend hours answering routine customer queries every day,” said Naim Ahsan, CEO of TV Hut. “Now, 80 per cent of those questions are handled instantly by AI, with no human involvement.”
However, legal and ethical considerations remain. With no comprehensive AI law in place, businesses must navigate overlapping frameworks such as the Cyber Security Act 2023, which imposes strict penalties for data mishandling. Ethical concerns around bias, misinformation and opaque decision-making are also pressing in a country with over 74 per cent internet usage. To mitigate risks, experts advise implementing data minimisation, transparency, and human oversight from the outset.
Startups are also benefiting from advances in knowledge distillation, which has cut the cost of training Bengali-language bots by up to 80 per cent, according to FrontureTech. This has enabled a shift from scripted bots to more capable AI “employees” that handle both sales and support functions. The country’s chatbot market is expected to grow at 7.3 per cent annually through 2031, driven by demand for Bengali WhatsApp agents, AI-assisted tools, and image-based ordering.
AI is also being applied behind the scenes, particularly in demand forecasting and inventory management. Using daily sales data from a major Bangladeshi retailer, such as DOI: 10.17632/xwmbk7n3c8.1, retailers are training forecasting models, including XGBoost, to better predict demand patterns and reduce waste. These insights are integrated into daily operations through automated restock alerts and WhatsApp order prompts, helping stores avoid stockouts and emergency replenishments.
In pricing strategy, local retailers are adopting AI-powered dynamic pricing systems that adjust discounts in real time, bundle slow-moving products, and personalise offers for loyal customers. Studies show such strategies can improve gross profits by 5–10 per cent. In Bangladesh, pilot schemes have already reduced customer churn and channel costs by up to 40 per cent.
AI is also enhancing digital marketing. Tools like JADUBOT combine chatbot-led campaigns, social media automation, SMS outreach, and abandoned-cart recovery to help small teams run efficient, targeted promotions. Meanwhile, real-time content — such as Daraz Live videos — has been credited with driving up to 900 per cent increases in order volumes during key campaigns.
In logistics, AI is being used to improve delivery efficiency by consolidating shipments, optimising routes, and reducing fuel usage. Ports in Chattogram and Mongla are deploying AI-enabled IoT sensors to monitor container conditions, preventing spoilage and delays for exporters.
Financial processes are also becoming more efficient. AI is now detecting anomalies in transactions and automating reconciliation, enabling same-day financial clearances. According to LightCastle, this shift allows finance teams to focus on exceptions rather than routine data checks.
Experts recommend a gradual approach, such as starting with 6–12 week pilots focused on specific challenges, supported by clear performance indicators and basic governance structures. Structured training programmes, such as Nucamp’s AI Essentials for Work, help non-technical staff learn how to implement and manage AI effectively.
With strong local talent, increasing data availability and affordable AI tools, Bangladesh’s retail sector is well-positioned to adopt AI at scale. The way forward is clear: start small, monitor outcomes, and scale up successful solutions.
