Regional Lead in Implementing AI-Enhanced Customer Service Improvements
In a significant stride towards digital transformation and AI integration, the Dubai Health Authority (DHA) has implemented the Genesys AI-powered speech and text analytics system at its contact centre. This move marks a milestone in the region, making DHA the first government entity in the Middle East and UAE to adopt such advanced technology [2].
The Genesys system, the only UAE-certified provider by the Dubai Electronic Security Centre, is designed to interpret emotions, understand customer needs, and deliver real-time, personalized responses across voice and digital platforms. This cutting-edge technology is set to revolutionize healthcare communication in Dubai [1].
Sebastien Ballerini, Vice President of Strategic Growth at Genesys, endorsed DHA's adoption of the system, stating it signifies DHA's leadership in future-ready governance. Fatima Al Khaja, Chief Artificial Intelligence Officer at DHA, echoed this sentiment, stating that the initiative reflects a deep commitment to a proactive, data-led approach in customer experience management [2].
The system's multi-modal capabilities analyze vocal tone, facial expressions, and contextual cues, enabling a richer understanding of caller sentiment and needs. This leads to more empathetic, accurate, and effective patient service in the DHA contact centre [2].
Between January and March 2025, the system handled over 72,000 interactions in Arabic and English. The system's implementation has enhanced service accuracy, boosted satisfaction levels, and improved staff performance [3].
Sebastien Ballerini also emphasized that the system's adoption demonstrates DHA's commitment to proactive, data-led customer experience management, a aspect that was not previously mentioned. The move reaffirms Dubai's position in AI integration across public services, strengthening Dubai's position as a leader in AI-driven governance [4].
The implementation of this system is in line with Dubai's strategic vision to lead in smart, data-driven governance. It also reaffirms Dubai's position in AI integration across public services, marking a significant leap in digital transformation for the DHA [1]. The system offers a new standard in public service excellence, setting a benchmark for other government entities to follow [3].
In summary, the deployment of the Genesys AI-powered speech and text analytics platform has enabled the Dubai Health Authority to significantly elevate its contact centre services by integrating sophisticated emotion recognition and multi-modal AI analytics, resulting in a more responsive and patient-centered healthcare communication system [2][5].
- The Genesys AI-powered speech and text analytics system, adopted by the Dubai Health Authority (DHA), is a significant step towards future-ready governance, showcasing DHA's leadership in proactive, data-led customer experience management.
- The Genesys system, certified by the Dubai Electronic Security Centre, offers advanced artificial intelligence capabilities, such as sentiment interpretation, customer need understanding, and personalized responses across various platforms, revolutionizing healthcare communication in Dubai.
- The implementation of this Genesys platform adds a new standard in public service excellence, setting a benchmark for other government entities to follow and reaffirming Dubai's position in AI integration across public services, a crucial part of digital transformation.
- The successful deployment of this AI-driven system has led to numerous improvements, including enhanced service accuracy, boosted customer satisfaction levels, and improved staff performance, reinforcing Dubai's position as a leader in AI-driven governance.
