DHA first government entity in the Middle East to leverage AI-powered Genesys system in its contact centre

In a city known for dreaming big and moving fast, Dubai just took another leap into the future. The Dubai Health Authority (DHA) is now the first government body in the Middle East to roll out an AI-powered system — Genesys — for its contact centre. This isn't just another software update; it's a potential seismic shift in how Dubai connects with its people, tapping into artificial intelligence to tune into human emotions and fine-tune public service like never before.
How does it work?
Genesys isn't your average chatbot. It listens — really listens. Whether it's someone calling in worried about a prescription or messaging to reschedule an appointment, the system picks up on tone, emotion, urgency, and intent. It crunches data in real time and feeds back smart, personalized replies. Think:
- Sentiment analysis that deciphers how folks feel, not just what they say
- Predictive tools that help agents understand what's likely to come next
- Gamified motivation and real-time coaching to sharpen staff performance on the fly
Between January and March 2025, this powerhouse processed more than 72,000 voice and digital interactions in Arabic and English across 96 topics and 55 queues. It's like giving DHA's contact centre super-hearing — and a sixth sense.
Why does it matter?
Because this is public service with a pulse. "Our goal is to place people at the centre of every healthcare service," said Fatima Al Khaja, DHA's Chief Artificial Intelligence Officer. And that's not just talk. Faster response times, higher satisfaction scores, and better-trained staff are already rolling in.
For residents, it means being seen and heard, not just processed. For DHA, it's a crystal ball — offering real-time insights and a deeper understanding of what the community actually needs. And for Dubai? It's another notch in its AI-first playbook.
The context
This move dropped during Dubai Artificial Intelligence Week — no coincidence there. It's part of a broader push to weave AI into the fabric of everyday governance. The city's not aiming for "good enough." It's gunning for world-class.
Sebastien Ballerini of Genesys nailed it: "DHA's adoption of Genesys represents a strong vote of confidence in our capabilities and reaffirms its leadership in future-ready government solutions."
And it's worth noting — Genesys isn't just any player. It's the only contact centre provider in the UAE certified by the Dubai Electronic Security Center.
Put simply: Dubai isn't playing catch-up. It's setting the pace.
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