ADNOC Expands AI Use to Boost Efficiency and Customer Service

ADNOC Distribution, one of the UAE’s leading national companies, continues to strengthen its position as a pioneer in innovation by expanding the use of artificial intelligence (AI) across its operations. This expansion is part of the company’s larger strategy to support the UAE’s vision of digital transformation and building a sustainable, knowledge-based economy.

The company’s adoption of AI reflects its commitment to improving operational efficiency and providing customers with smarter, faster, and more personalized services. By integrating AI technologies across operational and customer service touchpoints, ADNOC Distribution aims to optimize performance while elevating the overall experience for its customers.

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Aligning with UAE Vision 2031

ADNOC Distribution’s AI strategy is closely aligned with the UAE Government’s commitment to leveraging advanced technologies for sustainable development. It also supports the UAE Vision 2031, which seeks to position the country among the world’s leading economies by investing in knowledge-based industries and digital innovation.

Eng. Bader Al Lamki, CEO of ADNOC Distribution, shared in statements to the Emirates News Agency (WAM) that artificial intelligence is embedded into the company’s strategy. He explained, “Artificial intelligence is at the DNA of our strategy and a core pillar of our operations. Leveraging AI enables us to achieve two key objectives: enhancing the customer experience and improving operational efficiency across our portfolio in the UAE, Saudi Arabia, and Egypt.”

AI in Fuel and Non-Fuel Retail

ADNOC Distribution has established itself as a leader in both fuel and non-fuel retail services, supported by a growing portfolio of AI-driven initiatives. So far, the company has launched more than 21 AI projects, with many already operational and delivering measurable results. Additional initiatives are expected to be introduced in the near future.

Among the most significant AI projects is the customer demand analysis programme, which processes more than 220 million transactions annually. This system helps ADNOC Distribution understand which products are most in demand and identifies peak shopping periods. By doing this, the company ensures that each station is stocked with the right products at the right time, minimizing shortages and maximizing operational efficiency.

Another notable project is AI-powered fleet management. This system analyzes traffic data to determine the best delivery routes from depots to stations. As a result, travel times are reduced, service efficiency is improved, and carbon emissions are lowered. ADNOC Distribution has also been operating its fleet on biofuels for the past two years, which has significantly reduced the company’s carbon footprint.

Key AI Systems for 2025

Looking ahead to 2025, ADNOC Distribution is introducing several advanced systems to enhance customer experience and operational performance. These include:

• Fill & Go: This system allows seamless fueling through automatic license plate recognition or QR code scanning, enabling customers to fill their vehicles without waiting in long queues.

• Click & Collect: This service allows customers to order ADNOC Oasis products in advance. Plans are underway to introduce personalized purchase suggestions based on customer data insights, making shopping faster and more convenient while increasing conversion rates.

Eng. Al Lamki also highlighted the success of the AI-powered self-checkout system, which has recently completed its pilot phase. This system has reduced transaction times by more than 60%, allowing more customers to be served efficiently at stations.

Impact on Operational Efficiency

AI initiatives have had a direct and positive impact on the operational performance of ADNOC Distribution. For instance, the fuel demand forecasting model has helped reduce stockouts, improved logistics planning, and lowered emergency redistribution costs. By accurately predicting fuel demand, the company can ensure stations are well-stocked and operational disruptions are minimized.

Similarly, the Smart Assortment initiative has improved retail profitability. This system tailors product offerings to the specific needs of each location, reducing waste and increasing sales in select outlets.

AI tools for real-time monitoring have also contributed significantly to operational efficiency. These tools track equipment performance and station operations, helping reduce downtime and improve service quality. Maintenance and cleaning response times have been cut by up to 40%, ensuring a smoother experience for customers and more efficient use of resources.

Supporting Sustainability Goals

ADNOC Distribution’s AI projects are not just about improving customer experience and operational efficiency—they also contribute to environmental sustainability. The company’s AI-powered fleet management system, combined with the use of biofuels, has helped lower carbon emissions. Moreover, accurate demand forecasting and smarter inventory management reduce waste, further supporting sustainable business practices.

Commitment to Innovation

Eng. Al Lamki concluded by reaffirming ADNOC Distribution’s commitment to innovation and leadership in AI adoption. “We remain a regional leader in AI adoption, with a strong focus on service innovation and the integration of smart technologies across our operations. This reinforces our contribution to the national digital economy and reflects our commitment as a pioneering national company to enhancing customer experience, operational efficiency, and sustainability.”

ADNOC Distribution’s strategic use of AI technologies highlights the company’s ongoing efforts to stay at the forefront of innovation in the UAE. By integrating smart solutions into both fuel and non-fuel retail services, the company is improving operational efficiency, enhancing customer experience, and contributing to national sustainability goals.

Through initiatives like AI-powered fleet management, customer demand analysis, self-checkout systems, and smart product assortments, ADNOC Distribution is demonstrating how technology can transform everyday business operations. These steps not only support the company’s business objectives but also align with the UAE’s vision of a knowledge-based, digital, and sustainable economy.

In essence, ADNOC Distribution is showing that combining technology, sustainability, and customer-focused innovation can create a stronger, smarter, and more efficient future for both the company and the UAE.