Dubai Economy launches upgraded ‘Smart Protection’ for consumers

AI-enabled service ensures resolution of consumer complaints within five minutes
AI-enabled service ensures resolution of consumer complaints within five minutes

A Staff Reporter

Published: Sun 31 Jan 2021, 5:49 PM

The Commercial Compliance & Consumer Protection (CCCP) Sector in Dubai Economy has launched the upgraded version of its Smart Protection, the first-of-its-kind service introduced in April 2018 to resolve consumer complaints faster with the help of artificial intelligence (AI) and without any human intervention.

The service enables consumers to have their complaints resolved within five minutes, as against four working days previously. CCCP has resolved more than 2,000 consumer complaints through the service since its launch.

Ahmed Al Zaabi, director of Consumer Protection in Dubai Economy, said: “The upgraded Smart Protection service reflects the priority given by Dubai Economy to continuously enhancing the customer experience in the emirate and reducing lead times by re-engineering procedures and harnessing state-of-the-art technologies. The new version uses artificial intelligence to respond to the consumer with a Solution Letter immediately after a complaint is submitted. Consumers can go to the store and present the Solution Letter to have the complaint resolved and settled.”

Al-Zaabi added: “The upgraded version will enable the merchant to verify the authenticity of the Solution Letter by visiting the website and reviewing the details. Consumers can also close the complaint on the website once resolved, which will help to track and measure the quality and efficiency of the service. The Consumer Protection Department will continue to gather user feedback to evaluate consumer satisfaction and improve the customer experience.”

Mona Al Marzouqi, director of the Supervisory Staff Development Division in CCCP, explained that the Smart Protection upgrade draws on 42 policies and laws for consumer protection, and covers 12 different commercial sectors. Dubai Economy will continue to develop services and improve efficiencies by adopting latest technologies and enhancing employee awareness on changes in the business environment and consumer behaviour in the emirate so that the CCCP can deploy its human and technical resources optimally.

Dubai Economy also urged consumers to check out the upgraded Smart Protection service and use it to resolve their complaints through the Dubai Consumer App available on the Apple, Google and Huawei stores, or through the website.

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