Dubai Road and Transport Authority pilots artificial intelligence to measure customer happiness

Initiative is part of the UAE’s strategy to make Dubai the smartest and happiest city in the world

The Dubai Roads and Transport Authority (RTA) has launched a pilot scheme using artificial intelligence (AI) technology to measure customers’ happiness.

The RTA said the initiative is part of an overall strategy to make Dubai the smartest and happiest city in the world.

The initiative is being piloted at the RTA’s Customer Happiness Centre in Dubai. It is part of a broader AI strategy recently unveiled in the UAE, which lays the foundations for the country to implement futuristic infrastructure projects under its Centenary 2071 agenda.

Abdulla Al Madani, CEO at the RTA’s Corporate Technology Support Services Sector, said the initiative uses AI techniques such as computer vision and automated recognition of facial expressions to analyse customers’ impressions after using a service.

“Artificial intelligence is one of the most important emerging technologies and it is encouraging that the RTA has adopted and customised the use of this technology early to build a viable business use model,” he said.

The AI technology is supporting the Dubai government’s strategic goals, such as Smart Dubai, People’s Happiness and RTA Excellence. “The AI technology for measuring happiness is fully automated and serves as a platform for decision-makers,” said Al Madani.

The platform provides detailed reports on citizens’ satisfaction when using the RTA’s systems, he said. “The technology we have rolled out provides a wide range of statistics and reports, such as the total number of customers and happiness levels by gender. This technology sends real-time alerts when predetermined happiness levels increase or decrease at any of the RTA’s customer happiness centres.”

Meanwhile, at Gitex 2017, the Middle East’s largest digital trade fair, Avaya has proposed building a vast blockchain ledger to support the Dubai government’s efforts to make its citizens happy.

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