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Through its stand in Gitex 2016, the Roads and Transport Authority (RTA) has exhibited the latest technological innovations of interacting with customers where the Artificial Intelligence (AI) is used in the Interactive Voice Response (IVR) system, website (www.rta.ae), smart phone apps, and self-service kiosks. The new technology caters to customer inquiries through feeding those interactive channels with AI technologies enabling interaction with the natural conversation of customers (Natural Language Understanding) in keeping with the Smart City initiative launched by the Dubai Government.
Ahmed Mahboub, Director of Customers Service, RTA’s Corporate Administrative Support Services Sector, said, “this technology is part of global trends of applying technology in serving customers whose satisfaction and happiness has become a strategy the entire world is aspiring for using edge-cutting technologies. RTA will shortly avail the public to this technology developed in collaboration with specialist global companies to meet their requirements expressed in Arabic, English or Urdu languages without running into verbal obstacles. The technology, which is customized to understand different intonations & styles of speech, enables the customer to speak naturally without requiring a standard verbal expression as used to be in the past. This translates into higher accuracy of information required, eased pressure on the staff of the Call Center (8009090), and reduced cost of telecommunication as well as the human resources required.
“Among the new features of the new technology is its ability to response with various dialects of a single language as the pronunciation of words tends to differ between people. This gives the caller flexibility in spontaneously expressing his / her required RTA’s service through the available channels. Such deliverable contributes to realizing our first strategic goal (Smart Dubai), and our third strategic goal (People Happiness).
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