Day: April 26, 2025

As part of its participation in Dubai AI Week, the Dubai Health Authority (DHA) has announced the implementation of the advanced Genesys AI-powered speech and text analytics system at its contact centre. With this step, DHA becomes the first government entity in the Middle East and the UAE to adopt this cutting-edge technology, reinforcing Dubai’s commitment to integrating advanced digital tools to elevate government service efficiency and responsiveness.

The newly deployed system enables DHA to automatically analyse and interpret human emotions and understand customer needs through voice and digital channels. This allows for immediate, personalised responses and data-driven solutions, aligning with Dubai’s strategic goals to accelerate the adoption of AI across public services.

Fatima Al Khaja, Chief Artificial Intelligence Officer at the Dubai Health Authority, highlighted that implementing the Genesys system reflects the Authority’s deep commitment to building a proactive, data-led customer experience management ecosystem. “Our goal is to place people at the centre of every healthcare service,” she said. “Through real-time interaction, sentiment analysis, and predictive tools, we can better understand expectations and meet them efficiently.”

Between January and March 2025, the system processed over 72000 digital and voice interactions, covering 96 topics across 55 queues available within the DHA Contact Center in Arabic and English, including custom interactions. According to Al Khaja, this enhanced the speed and accuracy of service delivery, raised overall satisfaction levels, and improved staff performance thanks to real-time monitoring, gamified motivation tools, and AI-guided training.

“The system has transformed the way we engage with our community,” Al Khaja added. “It provides deeper insights into actual needs, allowing us to continuously optimise services and embody Dubai’s innovation-first approach to excellence.”

Sebastien Ballerini, Vice President of Strategic Growth for Europe, the Middle East and Africa at Genesys, expressed his pride in collaborating with DHA to use AI in understanding and analysing human interactions. “DHA’s adoption of Genesys represents a strong vote of confidence in our capabilities and reaffirms its leadership in future-ready government solutions,” he said.

He noted that Genesys is the only contact centre provider in the UAE officially certified by the Dubai Electronic Security Center, and this partnership is a significant milestone in building a smart, personalised, data-driven service environment that sets new benchmarks for public sector customer experience.

source/content: wam.ae (headline edited)

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DUBAI, UNITED ARAB EMIRATES (U.A,E)

US Consul General in Casablanca, Marissa Scott, hosted a special reception to celebrate both Sougrati’s achievement and the strong partnership between Morocco and the US in the area of justice.

Moroccan judge Mina Sougrati has made history by becoming the first Arab woman to be elected President of the International Association of Women Judges (IAWJ). Her election took place on April 9 during the IAWJ’s biennial conference in Cape Town, South Africa.

Judge Sougrati’s new role is a “powerful recognition of her leadership, integrity, and commitment to the judiciary,” the US Consulate General in Casablanca said in a press release.

With over 15 years of experience, Sougrati has worked in Morocco’s administrative courts and has been a strong advocate for women’s rights, human rights, and judicial integrity.

In recognition of her achievement, US Consul General in Casablanca, Marissa Scott, hosted a special reception in her honor on April 22. The event also celebrated the strong partnership between Morocco and the US in the area of justice.

The statement recalled that the US government has supported Judge Sougrati’s work since 2016, when she joined a Moroccan women judges’ delegation at the IAWJ’s conference in Washington, D.C.

That experience led to the creation of the Union of Moroccan Women Judges (UMWJ), which Sougrati now leads. The UMWJ is now an important national branch of the IAWJ and works to promote women’s leadership in Morocco’s judicial system

Her election follows the success of the 2023 IAWJ conference held in Marrakech, which was the first in-person gathering since the COVID-19 pandemic. That event brought together more than 1,200 women judges from around the world, including 75 from Morocco and 75 from the US, and strengthened Morocco’s reputation as a regional hub for legal dialogue and reform.

The consulate added that Sougrati’s new leadership position and the ongoing work of the UMWJ reflect the close cooperation between Morocco and the US in justice and security matters.

“Judge Sougrati’s new leadership role underscores Morocco’s commitment to excellence in the judiciary. We look forward to continued collaboration in strengthening judicial institutions,” said Scott.

Meanwhile, Sougrati said that this honor belongs not only to her, “but to every Moroccan woman who has fought for justice, equality, and dignity in the courtroom and beyond.”

source/content: moroccoworldnews.com (headline edited)

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Moroccan judge Mina Sourgrati and US Consul General in Casablanca, Marissa Scott

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MOROCCO