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Dubai employs new 'smart' system to resolve consumer complaints in just 5 minutes
Dubai - Dubai Economy’s upgraded first-of-its-kind service uses artificial intelligence to resolve issues.
Dubai Economy’s Commercial Compliance & Consumer Protection (CCCP) Sector can now resolve consumer complaints in just five minutes as against four working days previously, thanks to the deployment of new artificial intelligence (AI) technology by the department.
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. CCCP has resolved more than 2,000 consumer complaints through the service since its launch.
“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,” said Ahmed Al Zaabi, Director of Consumer Protection in Dubai Economy.
“The upgraded version will enable the merchant to verify the authenticity of the Solution Letter by visiting the Consumerrights.ae 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,” Al-Zaabi added.
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.
-waheedabbas@khaleejtimes.com
AFP
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