emirates7 - The Dubai Health Authority (DHA) has introduced the Genesys AI-powered speech and text analytics system at its contact centre, becoming the first government organization in the Middle East and the UAE to implement this advanced technology. This move supports Dubai’s ongoing effort to integrate cutting-edge digital tools to enhance the efficiency and responsiveness of government services.
The new system allows DHA to automatically analyze and interpret customer emotions and needs through both voice and digital interactions. This results in immediate, tailored responses and data-driven solutions, in line with Dubai’s strategic objectives to fast-track AI adoption in public services.
Fatima Al Khaja, DHA's Chief Artificial Intelligence Officer, emphasized that the adoption of the Genesys system highlights the Authority’s commitment to developing a proactive, data-driven customer experience. She stated, "Our aim is to prioritize people in every healthcare service. By using real-time interaction, sentiment analysis, and predictive tools, we can better understand and meet customer expectations."
From January to March 2025, the system handled over 72,000 voice and digital interactions, covering 96 topics across 55 different queues in both Arabic and English. This has led to faster, more accurate service delivery, increased satisfaction, and improved staff performance due to real-time monitoring, gamified incentives, and AI-assisted training.
Al Khaja further noted that the system has revolutionized community engagement by offering deeper insights into customer needs, allowing DHA to continuously improve its services and reinforce Dubai's commitment to innovation and excellence.
Sebastien Ballerini, Genesys Vice President of Strategic Growth for Europe, the Middle East, and Africa, expressed pride in the collaboration with DHA, highlighting it as a strong endorsement of Genesys' capabilities. He also noted that Genesys is the only contact centre provider in the UAE certified by the Dubai Electronic Security Centre, marking a significant milestone in creating a smarter, more personalized, data-driven service environment that sets new standards for public sector customer service.
The new system allows DHA to automatically analyze and interpret customer emotions and needs through both voice and digital interactions. This results in immediate, tailored responses and data-driven solutions, in line with Dubai’s strategic objectives to fast-track AI adoption in public services.
Fatima Al Khaja, DHA's Chief Artificial Intelligence Officer, emphasized that the adoption of the Genesys system highlights the Authority’s commitment to developing a proactive, data-driven customer experience. She stated, "Our aim is to prioritize people in every healthcare service. By using real-time interaction, sentiment analysis, and predictive tools, we can better understand and meet customer expectations."
From January to March 2025, the system handled over 72,000 voice and digital interactions, covering 96 topics across 55 different queues in both Arabic and English. This has led to faster, more accurate service delivery, increased satisfaction, and improved staff performance due to real-time monitoring, gamified incentives, and AI-assisted training.
Al Khaja further noted that the system has revolutionized community engagement by offering deeper insights into customer needs, allowing DHA to continuously improve its services and reinforce Dubai's commitment to innovation and excellence.
Sebastien Ballerini, Genesys Vice President of Strategic Growth for Europe, the Middle East, and Africa, expressed pride in the collaboration with DHA, highlighting it as a strong endorsement of Genesys' capabilities. He also noted that Genesys is the only contact centre provider in the UAE certified by the Dubai Electronic Security Centre, marking a significant milestone in creating a smarter, more personalized, data-driven service environment that sets new standards for public sector customer service.