DHA Leads Region with AI-Driven Customer Service Upgrade
The Dubai Health Authority (DHA) has become the first government entity in the Middle East and the UAE to implement the Genesys AI-powered speech and text analytics system at its contact centre, marking a significant leap in digital transformation.
The move strengthens Dubai's position as a leader in AI integration across public services, aiming to boost efficiency, responsiveness, and user satisfaction. The advanced system interprets emotions, understands customer needs, and delivers real-time, personalised responses across both voice and digital platforms.
Fatima Al Khaja, Chief Artificial Intelligence Officer at DHA, said the initiative reflects a deep commitment to a proactive, data-led approach in customer experience management. 'Our goal is to place people at the centre of every healthcare service,'
she stated. 'With real-time sentiment analysis and predictive tools, we can better understand and meet public expectations.'
Between January and March 2025, the system handled over 72,000 interactions in Arabic and English, covering 96 topics across 55 queues. Al Khaja noted that the system has enhanced service accuracy, boosted satisfaction levels, and improved staff performance through real-time feedback, AI-led training, and gamified motivation.
Sebastien Ballerini, Vice President of Strategic Growth at Genesys, said DHA's adoption of the system underscores its leadership in future-ready governance. 'This partnership sets new benchmarks for public sector service delivery,'
he said, adding that Genesys is the only UAE-certified provider by the Dubai Electronic Security Centre.
The move is aligned with Dubai's strategic vision to lead in smart, data-driven governance, offering a new standard in public service excellence.
News Source: Emirates News Agency
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