As part of his participation in Dubai AI’s week, Dubai’s health authority (DHA) has announced the implementation of the advanced voice analysis and text analysis system with AI in its contact center. With this step, DHA becomes the first government entity in the Middle East and the EAU to adopt this avant -garde technology, reinforcing Dubai’s commitment to integrate advanced digital tools to raise the efficiency of government service and response capacity.
The freshly implemented system allows DHA to automatically analysis and interpret human emotions and understand the needs of customers through voice and digital channels. This allows imedized and personalized responses and data -based solutions, aligning with the strategic objectives of Dubai to accelerate the adoption of AI in public services.
Fatima Al Khaja, director of artificial intelligence of the Health Authority of Dubai, stressed that the implementation of the Genesys system reflects the deep commitment of the authority to build a proactive ecosystem of customer experience led by data. “Our goal is to place people in the center of each medical service,” he said. “Through real -time interaction, the analysis of feelings and predictive tools, we can better understand expectations and meet them efficiently.”
Between January and March 2025, the system processed more than 72000 digital and voice interactions, covering 96 themes in 55 cheese avoidable within the DHA and English contact center, including personalized interactions. According to Al Khaja, this improved the speed and precision of the provision of services, raised the general levels of satisfaction and the best performance of the personnel thanks to real -time monitoring, the gamified motivation tools and the training guided by AI.
“The system has transformed the way we are committed to our community,” he added to Khaja. “It provides deeper information about real needs, which allows us to continuously optimize services and embody the approach to Dubai’s innovation excellence.”
Sebastien Ballerini, vice president of strategic growth for Europe, the Middle East and Africa in Genesys, expressed his pride of collaborating with DHA to use AI to understand and analyze human interactions. “The adoption of Genesys DHA represents a strong vote of confidence in our abilities and reaffirms its leadership in government solutions ready for the future,” he said.
He pointed out that Genesys is the only contact center provider in the EAU officially certified by the Dubai Electronic Security Center, and this association is a significant milestone in the construction of an intelligent service client, personalized and based on data established by a public expert.
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