Roads & Transport Authority - News Details

Dubai’s Roads and Transport Authority (RTA) concluded a successful workshop in cooperation with Avaya, a global leader in customer experience solutions, to enhance customer experience through the next generation of modern technologies. The move coincides with RTA’s efforts to set new standards for customer experience.

With a focus on integrating the latest smart technologies, such as the metaverse and generative AI solutions, like ChatGPT, into the customer experience through RTA’s award-winning contact centre, the workshop illustrated how RTA can introduce the latest smart services in line with the UAE’s vision of the digital government.

“RTA is always committed to enhancing the level of experience that we offer our customers who are increasingly eager to avail smarter services delivered in innovative ways. Our mission is to offer exceptional services across any touchpoint that our customers demand and to use new technologies to make their experiences more seamless. Through this mission, we are aligned with ‎the ‎vision of our wise government to ‎transform Dubai into the world's smartest and happiest city,” said Mehailah Alzehmi, Director of Customer Happiness at RTA’s Corporate Administrative Support Services Sector.  

“RTA’s investments into customer experience extend beyond digital customer contact. RTA has launched 3 new smart customer happiness centres, which provide automated services without human intervention, located in Al Manara, Al Kifaf and Al Twar. RTA also this year launched a comprehensive customer experience lab to elevate customer service excellence,” she added.

“The new technologies will play pivotal roles in enhancing the Call Centre user experience. Through innovative solutions, contact centres can develop new communication channels and personalised services, meeting users' evolving preferences. Automation streamlines routine tasks, cutting down wait times and boosting efficiency, while technologies like AI-powered chatbots provide instant responses and improve the speed of issue handling & resolution.

Overall, these advancements create a seamless and efficient environment, empowering contact centre users with quicker solutions and a higher level of satisfaction.”

Rodolph Khoury, General Manager of Avaya in Dubai and the Northern Emirates said: “We’re proud to collaborate with RTA as it continues to innovate to deliver exceptional customer experiences. The power of AI-based and Web 3.0-like tools to transform the customer experience is still being discovered, but organisations like the RTA are forging a clear path ahead as they develop real-life use cases and set standards to deliver seamless experiences across the whole customer journey.”