LazyChat: First Bangladeshi-built AI customer service agent
This homegrown AI platform is moving beyond simple chatbots to become a full-fledged ‘AI employee’, boosting sales and minimising human efforts
One night, Rakib Islam, the co-founder of an online fragrance store, found himself overwhelmed by a stream of messages from customers on Instagram. The queries were never-ending, but not responding in time meant losing potential customers. Yet answering all the queries about prices, delivery updates, and new arrivals, often replying well into the night, had become impossible to keep up with.
Bite-Sized: What you need to know about LazyChat
"Managing my Instagram consistently was a daily struggle, until I discovered automation," he recalled. "It saves me hours every week while still keeping my brand active and visible."
Rakib is one of the many Bangladeshi entrepreneurs turning to LazyChat, the country's first AI-based customer service automation tool, to handle the relentless flow of digital conversations.
Not just another chatbot
Traditional chatbots, with their pre-set answers and fixed scripts, often frustrate customers rather than help them. But LazyChat has been designed differently.
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"We don't even call ours a chatbot," said co-founder Nazmus Sakib Rumman. "You'll see many platforms in Bangladesh and international bots. They lack the conversational AI needed to handle a full customer journey. Our AI can complete a full conversational cycle, from pre-sale to post-sale."
It integrates directly with Facebook, Instagram, WhatsApp, and Messenger, drawing all conversations into one smart inbox. It does not just answer questions; rather, it recommends products, places orders, tracks deliveries, and even updates inventory.
Customers can send a photo of a product they want, and the AI will identify it, match it to the merchant's catalogue, and push an order through.
This is what differentiates LazyChat from other regular chatbots. Rumman explained, "A customer might see an ad and ask, 'What is the price of this?' A regular chatbot wouldn't know which ad they're talking about. Our AI is integrated with the ad system and can pull the ad ID to reply."
Full-fledged customer service agent — not just following the script
Rumman and his two co-founders, old friends from university, once ran a reseller business together. The constant barrage of messages from customers gave them an idea.
"When we were working with customers and online businesses, we noticed they faced a specific problem with customer messages," Rumman recalled. "They ran ads, customers came in, but replies were slow. Real-time engagement was missing. That's where our plan came from: to create an AI agent capable of replying just like a human agent."
They launched in January this year. One of the founders was still a student, but the team shared a conviction that Bangladeshi businesses needed a solution tailored to local realities. Now, LazyChat has gone from a student-led experiment to a fully operational platform serving e-commerce stores, lifestyle brands, publishers, banks, and even fintechs.
The list of early adopters is already impressive. Brands like Startech, Fleek BD, Raw Nation, Jatra Biroti, Manarah Publication, Adroit, Kazi Exclusive, ShaverShop, SSB Leather, Filo, Ostrich, and many more have all brought the tool into their businesses.
For some, the benefit is consistency. For others, it is about efficiency. "Before LazyChat, our team spent hours every day manually answering the same customer questions about order status, shipping updates, and return policies," said Naim Ahsan, CEO of TV Hut.
"Now, 80% of those queries are handled instantly without human intervention. Customers get real-time answers, our support team can focus on complex issues, and our response time has dropped to seconds instead of hours. It feels like having a 24/7 AI employee who never takes a break."
For House of Aura, a fragrance brand, the challenge was scattered communication. "Managing messages across Facebook, WhatsApp, and Instagram used to be overwhelming," said CEO Mashfik Sorkar Protik.
"Since moving to LazyChat's omnichannel inbox, all conversations now flow into one dashboard. Our reply rate went up, our team collaboration improved, and no query from customers now goes unanswered."
When we were working with customers and online businesses, we noticed they faced a specific problem with customer messages. They ran ads, customers came in, but replies were slow. Real-time engagement was missing. That's where our plan came from: to create an AI agent capable of replying just like a human agent.
Behind the testimonials, the data shows a clearer picture of why businesses are adopting this AI-powered tool. The tool has a 95% response accuracy, compared to a global average of around 65%.
Response times are three times faster than human-only teams, while businesses report more than 70% savings in customer support costs. Up to 90% of the workload on FAQs is reduced, freeing teams to focus on high-value tasks.
Businesses also report up to a 40% increase in repeat purchases through personalised offers and automated retargeting.
Most importantly, it is capable of handling millions of conversations. In a country where businesses often struggle to meet rising customer expectations owing to lean teams, these numbers are compelling.
Streamlining services in financial sector
The founders also saw potential beyond retail. "We're currently handling customer support for a bank," said Rumman. "It's not about orders, it's about support. For example, if someone asks, 'How can I open an account?', our AI agent can instantly provide the steps and nearest branch information."
The system integrates with the bank's database to pull verified answers, though never sensitive financial data. It can also plug into existing apps or websites, making it a scalable solution for institutions with large volumes of daily queries.
This expansion into financial services shows the ambition: not just a retail assistant, but a universal conversational AI for Bangladesh.
There is an inevitable question — does AI like LazyChat threaten human jobs? Rumman is clear on this point. "It's not about replacing humans, it's about freeing businesses from repetitive conversations so human teams can focus on what really matters — building relationships and growing revenue."
First Bangladeshi AI of its kind
Bangladesh has long imported customer service automation tools, often designed for markets with different needs. This AI marks a turning point. It is the first home-grown conversational AI platform made for the country's businesses and customers.
That distinction matters. Local language support, cultural nuances, and integration with the platforms most used in Bangladesh make it immediately more effective than foreign alternatives. As one entrepreneur put it, "This isn't just software, it's built for us, with us in mind."
Its edge comes from a blend of technology and context. It brings all conversations into one platform, understands language and intent in both English and Bangla, and moves beyond support into sales and order management.
It converts chats into data intelligence for precise ad targeting, uses visual commerce recognition to process photos into orders, and learns from each interaction, making tomorrow's replies smarter than today's.
These features elevate it from being a simple chatbot to what the founders call a revenue-driving machine.
The company is barely a year old, yet it has already carved out a space for itself in a competitive field. The founders continue to refine their product, expand into new sectors, and test deeper AI integrations.
The ambition is not just to dominate the local market, but to prove that Bangladesh can produce globally competitive AI solutions. If the current momentum holds, it may become an exportable product in its own right.
As customer expectations grow sharper by the day, AI shows how a Bangladeshi solution can keep pace, and even set the pace. In Rumman's words — LazyChat is not the future of customer support, it is the future of customer experience.
