Automated Services Revolutionize Customer Experience
Two “smart” customer delight centers in Dubai have been launched by the Roads and Transport Authority (RTA), which offers automated services without human involvement. Smart devices are used to deliver client services at the two centers in Al Manara and Al Kifaf.
These facilities will provide parking, vehicle and driver licenses, and other services. The Kifaf center will be open round-the-clock. According to Mattar Al Tayer, Director-General and Chairman of the RTA’s Board of Executive Directors, “the RTA’s plan to evolve these centers into fully smart and hybrid centers” includes converting the customer satisfaction centers in Al Manara and Al Kifaf into smart ones. By 2025, the Authority wants to convert six customer happiness centers into hybrid/smart ones, Al Tayer added.
Al Twar Customer Happiness Center will be converted into a smart facility in the first half of this year, and Umm Ramool will be transformed into a hybrid facility in 2024, according to the plan. Additionally, a transition to hybrid customer satisfaction centers is planned for Deira and Al Barsha in 2025,” Al Tayer continued.
The Architecture of smart centers follows “best global customer service practices.” Through the use of video chat technology, customers may communicate with RTA call center agents immediately and receive support and direction.
Smart kiosks, a website, applications, service consultants, and video chat capabilities are available at Al Manara Center. The comprehensive improvements seen by the centre included increasing the number of services offered from 72 to 239 and boosting operational efficiency. It is anticipated that the number of transactions processed by the centre will rise from 23,000 in 2022 to 45,000 by the end of this year,” the RTA said.
