The Dubai Health Authority (DHA) has announced the implementation of the advanced Genesys AI-powered speech and text analytics system at its contact center, making it the first government entity in the Middle East and the UAE to adopt this innovative technology. This initiative is part of DHA’s participation in Dubai AI Week and emphasizes Dubai’s commitment to integrating advanced digital tools to improve government service efficiency and responsiveness.

The Genesys system allows the DHA to automatically analyze and interpret human emotions, enabling the understanding of customer needs through voice and digital channels. This technology facilitates immediate, personalized responses and data-driven solutions, in line with Dubai’s strategic objectives to accelerate the use of AI in public services.

Fatima Al Khaja, Chief Artificial Intelligence Officer at the Dubai Health Authority, stated that the implementation of the Genesys system demonstrates the Authority’s dedication to creating a proactive, data-driven customer experience management ecosystem. She emphasized, “Our goal is to place people at the center of every healthcare service.” Al Khaja noted that the system’s capabilities include real-time interaction, sentiment analysis, and predictive tools, which enhance the understanding of customer expectations and improve service delivery.

Between January and March 2025, the Genesys system processed over 72 000 digital and voice interactions across 96 topics and 55 queues in both Arabic and English. According to Al Khaja, this implementation has significantly improved the speed and accuracy of service delivery, raised overall satisfaction levels, and enhanced staff performance through real-time monitoring and AI-guided training.

Al Khaja added, “The system has transformed the way we engage with our community. It provides deeper insights into actual needs, allowing us to continuously optimize services and embody Dubai’s innovation-first approach to excellence.”

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. He remarked that DHA’s adoption of the Genesys system is a testament to their confidence in the technology and reinforces their leadership in future-ready government solutions.

Ballerini also highlighted that Genesys is the only contact center provider in the UAE officially certified by the Dubai Electronic Security Center, marking this partnership as a significant milestone in developing a smart, personalized, and data-driven service environment that sets new standards for public sector customer experience.