DDA And Sprinklr Partner To Elevate Personalized Digital Services In Ajman

Sprinklr, the unified customer experience management platform renowned among modern enterprises, has forged a strategic alliance with the Department of Digital Ajman (DDA) to enhance the citizen experience by implementing a cross-channel program aimed at unifying the interaction between the public and all government entities within the emirate.

Dr. Ohoud Ali Shehail, Director General of the Department of Digital Ajman, highlighted the significance of this partnership. "Our collaboration with Sprinklr is a crucial move towards evolving citizen engagement in Ajman. By combining our extensive knowledge of governmental services with Sprinklr's sophisticated CXM platform, we aim to obtain critical insights into citizen interactions. This effort will enable us to offer streamlined and personalized services across various digital platforms. Our goal is to innovate and boost citizen satisfaction in Ajman. We have enhanced our agents' capabilities with AI and are improving our chatbot with Large Language Models. Furthermore, we plan to integrate government services into this platform which includes making them accessible through the chatbot and our call center 80070," she stated.

The DDA's mission to better the living experience of Ajman's residents is at the heart of this partnership. Utilizing Sprinklr's AI-enabled platform, which encompasses a range of services from social and digital engagement to voice services, social listening, chatbot conversational AI, and voice analytics, the DDA aims to deeply understand the needs and journeys of visitors and citizens, thereby offering them tailored and effortless services.

The initiative has already yielded impressive outcomes since its inception last year, with the DDA managing to reduce response times to customer inquiries by 55% across digital channels. Additionally, the department has seen a significant increase in operational efficiency, saving approximately 10 hours per week on content creation. This strategic move has led to notable cost reductions amounting to $900K, achieved by repurposing content and enhancing operational productivity.

Haitham Elkhatib, Senior Vice President of Growth Markets at Sprinklr, expressed enthusiasm about the partnership. "We are honored to collaborate with the Department of Digital Ajman and support their innovative efforts to elevate citizen engagement in the Emirate of Ajman. The achievements made thus far reflect the DDA team's dedication and commitment to serving the citizens and visitors of Ajman. Our collaboration is centered on fostering innovation and improving citizen satisfaction in the Middle East," he remarked.

This partnership represents a strategic effort by the Department of Digital Ajman to leverage advanced technology and insights to create a more connected and responsive government service model. The focus on AI and personalized digital services underscores a commitment to innovation and a forward-thinking approach to citizen engagement, setting a new standard for public service in the region.