Abu Dhabi: Abdul Rahman Saeed
The Ministry of the Interior, represented by the unified call centre, intends to expand its service channels and add the “WhatsApp” service as an additional channel serving a large part of society, as it is one of the customers’ preferred channels, in addition to continuous development of modern center management technologies, and launch several projects, including a Voice Analysis project, which is a system for measuring customer satisfaction and ensuring that all incoming calls to the center are analyzed without intervention human using artificial intelligence and smart receipts design, i.e. vouchers sent monthly to customers showing the services provided during the agreed time period to be determined, such as violations that have been paid for and transactions that have been requested for, and alerts about licenses that are about to expire.
Colonel Nasser Khalifa Al Falasi, Director of the Ministry’s Unified Call Center, confirmed that artificial intelligence and machine learning techniques are used in the various systems of the center to provide a distinguished service with international standards, as the technologies contribute to the achievement of the objectives of the center and satisfy the aspirations of the clients by providing multiple channels that serve the largest segment of them. Analyze their behavior, predict the future volume of business and manage human resources in the center.
And indicated that the strategic goals of the unified call center of the Ministry of Interior are to increase the skills of employees, the quality of the center’s services, achieve customer and employee satisfaction with its services, and resolve complaints within the specified time .
During his interview with the magazine “Police Society” published by the Ministry of the Interior, he stated that the center includes 4 departments, namely: the Operational Department of Communication, which is responsible for receiving messages and responding to all requests for customers and workers through the authorized channels of the Ministry of the Interior, and the Quality Department of Unified Communications, which is responsible for achieving quality and increasing the efficiency of field workers. The center, which helps ensure the provision of services distinct from all the centre’s channels, and the Complaints Office, which deals with following up and resolving complaints within the set timescales and following them up with the competent Ministry Authorities, and the Customer Relations Office, which deals with to supervise the development of the technical system of the Center and the continuous updating of the technologies used and the definition of future projects for a better application cation of modern technical practices.
Regarding the most important services provided by the center, he explained that it is carried out through multiple channels that allow easy access for the client and are in line with the needs of the times in the diversity of channels provided to the clients.
