“Dubai Health” adopts the new “Genesis” system to analyze and understand human feelings automatically

Dubai Health Authority, during its participation in the activities of the “Dubai AI Week”, revealed its application and its adoption for the “Genesis for Speech Analysis and Texts” supported by artificial intelligence, in the communication center, thus becoming the first government agency in the Middle East, and the UAE, which adopts this advanced system, a step that reflects Dubai’s commitment to employ the latest digital technologies in enhancing the efficiency of government services, to achieve the maximum response to dealers.

The authority explained that the new system allows analysis and understanding of human feelings automatically, and determining the needs of customers through sound channels and digital media, which enables the authority to respond to the rapid response to the demands and aspirations of customers, and provide immediate and dedicated solutions based on data, contributing effectively to achieving the Dubai annual plan to accelerate the adoption of artificial intelligence applications.

The Executive Director of the Artificial Intelligence at the Dubai Health Authority, Fatima Al -Khaja, stressed the importance of adopting this system, which reflects the commitment of the authority to develop an integrated system to manage the customer’s experience, based on proactivity and data analysis, immediate interaction with customers, and to understand their needs to achieve the maximum response to them, so that the human being is at the forefront of priorities, and a hub for each health service.

72 thousand digital and audio reactions

She said that the new system helped the authority during the month of January 2025 to analyze more than 72 thousand digital and audio reactions, which covered 96 topics distributed over 55 interactive paths, including custom reactions, which contributed to improving the speed of treatment processing, accuracy of the service, and raising the level of general satisfaction with the customer’s experience. It also contributed to achieving a noticeable improvement in employee performance thanks to instant monitoring, encouragement through stimulus techniques and training directed based on artificial intelligence analyzes.

She emphasized that artificial intelligence enabled the authority to develop a more interactive experience with dealers, through advanced analysis tools that monitor their actual needs, and provide an accurate perception of improvement paths, which contributes to providing services that take into account expectations and embody the Dubai approach to innovation and excellence.

For his part, the deputy head of strategic growth in Europe, the Middle East and Africa, “Genesis” Sebastian Balriini, said that Dubai Health Authority’s choice of this system embodies its confidence in the “Genesis” technical capabilities, the only provider in the UAE as an accredited communication center from the Dubai Electronic Security Center, and also reflects the leadership of the authority in adopting future solutions, stressing that this partnership is a qualitative step to build a service environment adopted On data and smart customization, and contributes to drawing new features for the experience of the customer in the government sector.