GITEX GLOBAL 2023: Dubai Tourism, Avaya to build AI-powered platform to streamline business licences

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Dubai’s Department of Economy and Tourism (DET) has partnered with Avaya, a global leader in customer experience solutions, to build an AI-powered platform that will streamline the set-up of business licences in Dubai.

This initiative will support efforts towards realising the goals of the Dubai Economic Agenda (D33) of doubling the size of Dubai’s economy over the next decade and to consolidating its position among the top three global cities.

Digitalisation of business licence applications

The platform aims to help digitise the process of business licence applications, using AI to solve the most common pain-points in the journey and providing instant, digital access to experts on demand, said Avaya in its statement.

The digital-first solution customised for DET’s requirements will deliver a seamless experience between customers and DET advisors across a range of digital channels. An intelligent chatbot, fed by an advanced knowledge management system, will deliver powerful self-service tools that automate the most common service requests for both internal and external users.

Avaya‘s communications technology will also help DET adopt a digital-first approach to customer happiness, giving Dubai investors direct access to advisors over video from anywhere in the world.

Finally, a full suite of advanced, AI-enabled analytics tools will enable DET to identify problem areas in the customer journey and enable managers to act quickly on solving them.

“Our goal is to position Dubai as a global center for business, investment and tourism, and we are doing this by supporting the evolution of the city through supportive tourism initiatives and future-proof economic programs. The adoption of this new customer contact platform will streamline the delivery of business licenses in Dubai, making the emirate an even more attractive destination for economic activity in line with the D33 Agenda,” said Ahmed Al Falasi, CEO, Dubai Business Licensing Corporation, Dubai Department of Economy and Tourism.

Nidal Abou-Ltaif, SVP – global head of Sales, Avaya, and president, Avaya International, added, “DET is a best-in-class organisation that is investing heavily in the future, and going about it in the right way. By taking a staged approach to innovation, DET will be able to automate key points in the customer journey, before delivering a fully AI-powered suite of services that will transform experiences in the business set-up process.

“We’re proud to support DET as the organisation moves towards its D33 goals.”

The announcement on DET’s partnership with Avaya was made at the 2023 edition of GITEX Global.

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