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United Arab Emirates, Dubai, 11 February 2026: The Dubai Health Authority (DHA) highlighted its AI-powered “Risk Radar” system for its Customer Service Centre at World Health Expo 2026, designed to strengthen service quality monitoring and enhance customer interaction.
The system operates as an analytical platform that reviews incoming calls to the Authority’s Customer Service Centre from the moment they begin. It uses artificial intelligence to help assess interaction patterns and identify cases that may require timely follow-up.
It analyses a range of factors, including call quality, sentiment, tone of voice, frequency of contact, customer responses, behavioural patterns and service-related survey results.
“Risk Radar” integrates sentiment analysis with performance indicators and Customer Relationship Management (CRM) data, enabling calls to be categorised according to service type and priority level. When a case requiring attention is identified, it is referred to the on-duty operations team to enable appropriate follow-up and resolution before concerns escalate.
The system also provides a live interactive dashboard that allows supervisors to monitor service trends, quality indicators, and potential areas for improvement in real time, supporting informed and timely decision-making.
Fatima Al Khaja, Chief Executive Officer of Artificial Intelligence and Director of the Customer Happiness Department at the Dubai Health Authority, said the launch reflects the Authority’s commitment to using advanced technologies to enhance service quality and improve customer experience.
“We are now better equipped to address challenges proactively and support positive service outcomes, in line with Dubai’s vision of delivering government services that exceed customer expectations,” she said.
Al Khaja added that early results demonstrate the system’s effectiveness, with a reduction of more than 81 per cent in negative calls classified by artificial intelligence over an eight-month period, indicating improvements in interaction quality and customer satisfaction.
She said the Authority would continue investing in digital solutions and artificial intelligence to enhance Contact Centre efficiency and deliver services with speed, accuracy and flexibility.
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