Transport Authority

THE CHALLENGE

Before launching the platform, the Ajman Transport Authority faced several challenges in engaging with customers through its online services. The key challenges included:

1. Slow service response: There was a need to speed up and streamline the process of answering customer inquiries, which sometimes took too long.
2. Reliance on traditional methods: Customer interactions were primarily conducted via email or phone, requiring significant staff effort and impacting the speed of responses.
3. Multilingual interaction: Providing comprehensive services to customers who spoke different languages was difficult.

THE SOLUTION

To overcome these challenges, the authority developed the " Digital Assistant", which operates using AI technologies to provide an interactive, real-time experience. The main features of the solution include:

• Instant and interactive responses: The digital assistant provides quick and accurate answers to customer inquiries about various services, permits, and policies of the authority.
• Smart prediction of needs: The digital assistant is capable of predicting user needs, offering intelligent suggestions for potential questions, making interactions more efficient and user-friendly.
• Multilingual support: The assistant supports over 57 languages, allowing users to interact in their preferred language, either through text or voice commands.
• Hands-free access: With voice interaction capabilities, customers can interact with the assistant without needing to use their hands, making the platform easier to use.

THE RESULT

The launch of the "Digital Assistant" has led to tangible results in enhancing the customer experience and improving the quality of services provided:

1. Improved efficiency and service quality: Response times were reduced, and service speed was increased, leading to a noticeable improvement in the level of service.
2. Higher customer satisfaction: Customers interacted positively with the platform, reflecting an increase in overall satisfaction with the authority’s services.
3. Broader access and inclusivity: The multilingual support allowed customers to interact in various languages, making information access more inclusive and user-friendly.
4. Supporting digital transformation: The platform contributes to strengthening the authority’s digital transformation strategy, helping to achieve the goals of the digital government vision and enhancing service efficiency.