Dubai Health Authority Leads Middle East With AI-Powered Genesys System Implementation

The Dubai Health Authority (DHA) has introduced the Genesys AI-powered speech and text analytics system at its contact centre during Dubai AI Week. This makes DHA the first government body in the Middle East and UAE to adopt this advanced technology, showcasing Dubai's dedication to enhancing government service efficiency through digital innovation.

With this new system, DHA can automatically interpret human emotions and understand customer needs via voice and digital channels. This enables immediate, personalised responses and data-driven solutions, aligning with Dubai's strategic goals to accelerate AI adoption in public services.

Fatima Al Khaja, Chief Artificial Intelligence Officer at DHA, emphasised that implementing the Genesys system demonstrates the Authority's commitment to creating a proactive, data-driven customer experience management ecosystem. "Our goal is to place people at the centre of every healthcare service," she stated. "Through real-time interaction, sentiment analysis, and predictive tools, we can better understand expectations and meet them efficiently."

Between January and March 2025, the system handled over 72,000 digital and voice interactions across 96 topics within 55 queues at the DHA Contact Center. These interactions were available in Arabic and English, including custom interactions. According to Al Khaja, this improved service delivery speed and accuracy while enhancing overall satisfaction levels.

The introduction of this system has transformed community engagement by providing deeper insights into actual needs. It allows for continuous optimisation of services, embodying Dubai's innovation-first approach to excellence. Al Khaja noted that real-time monitoring, gamified motivation tools, and AI-guided training have also improved staff performance.

Sebastien Ballerini, Vice President of Strategic Growth for Europe, the Middle East and Africa at Genesys, expressed pride in collaborating with DHA to leverage AI for understanding human interactions. "DHA's adoption of Genesys represents a strong vote of confidence in our capabilities and reaffirms its leadership in future-ready government solutions," he said.

Setting New Benchmarks

Ballerini highlighted that Genesys is the only contact centre provider in the UAE certified by the Dubai Electronic Security Center. This partnership marks a significant milestone in building a smart, personalised service environment that sets new benchmarks for public sector customer experience.

This initiative underscores DHA's commitment to integrating advanced technologies into public services. By adopting AI-powered systems like Genesys, DHA aims to enhance efficiency and responsiveness while maintaining a focus on customer satisfaction.

With inputs from WAM