The Genesys system enables DHA to automatically analyze human emotions and understand customer needs through both voice and digital channels, providing immediate and personalized responses.

From January to March 2025, the Genesys system processed over 72,000 interactions across 96 topics in both Arabic and English, significantly improving service delivery speed and accuracy.

DHA's adoption of Genesys technology is focused on improving efficiency and responsiveness while prioritizing customer satisfaction.

The implementation of Genesys has transformed community engagement by providing insights into customer needs and enabling continuous service optimization, consistent with Dubai's innovation-focused approach.

Sebastien Ballerini, Vice President of Strategic Growth at Genesys, praised DHA's commitment to using AI for understanding human interactions, highlighting the partnership as a milestone in creating a personalized, data-driven service environment.

The implementation of real-time monitoring and AI-guided training has enhanced staff performance and motivation within the contact center.

On April 23, 2025, the Dubai Health Authority (DHA) announced the implementation of the advanced Genesys AI-powered speech and text analytics system at its contact center, becoming the first government entity in the Middle East and UAE to adopt this technology.

This initiative, revealed during Dubai AI Week, aims to enhance government service efficiency and responsiveness through advanced digital tools.

Genesys is the only contact center provider in the UAE certified by the Dubai Electronic Security Center, marking a significant milestone in enhancing public sector customer experience.

Fatima Al Khaja, DHA's Chief Artificial Intelligence Officer, emphasized the Authority's commitment to a proactive, data-led customer experience management ecosystem centered on patient needs.

Fatima Al Khaja stated that the system aims to enhance customer experience by placing people at the center of healthcare services and utilizing real-time interaction and predictive tools.

The system has led to increased overall satisfaction levels and enhanced staff performance through real-time monitoring and AI-guided training.