Emirates ID to launch robot for customer service

Hamad is 'world's first robot to be deployed for government customer service', according to EID

Tags: Emirates Identity AuthorityRobotsUnited Arab Emirates
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Emirates ID to launch robot for customer service Emirates ID Authority: "Hamad can sense the presence of a customer and start to greet the customer when approached. He knows the time of the day and greets customers accordingly."
By  Helen Gaskell Published  October 22, 2014

Emirates Identity Authority has unveiled its new customer service representative, a robot called Hamad.

According to the authority, Hamad can speak, understand and interact with customers. The launch of 'Robot Hamad' is part of the authority's initiatives that aim to elevate its customer service centres to the 7-star ranking in what meets the requirements of the Emirates Excellence Program through offering innovative and creative services that exceed customers' expectations and focus on quality, efficiency and effectiveness.

"Hamad can sense the presence of a customer and start to greet the customer when approached. He knows the time of the day and greets customers accordingly. Currently he provides three critical services- providing status of the ID card and ID card application, locating and directing the customer to different services centres, provide information of the queue status in a given centre, and process applications for ID Card renewal. He accepts payments by credit cards and mails a receipt. He is currently being trained for many other services and as he acquires more skills and knowledge, he will be delivering more," the Authority explained.

Hamad's services have up to now been available on the authority's website as the virtual assistant. Emirates ID authority said that the "Ask Hamad" services proved to be a major success with nearly 10,000 questions being answered every day on its website that it decided to bring Hamad from his virtual existence to real existence and is in the process of deploying his services at the customer service centres across the UAE before the end of this year.

"Dressed in UAE national dress and proficient in three languages at present, Robot Hamad can not only handle queries on the ID Card Status and track ID applications but also provides information on the service centre locations. He can interact with the customers to renew their ID card as well. Little Hamad can even accept payments and send a confirmation of the receipt. Hamad will be able to assist the customers in updating profile information on ID cards," Emirates ID said in a statement.

The authority is the first government entity in the world to deploy such robots in providing front office customer services. It is also the first robot in the world to process a payment for service delivery.

The move is also in line with the smart transition in the country, the efforts to build knowledge economy and society and the Emirates ID's commitment to realizing of the UAE Vision 2021 for the UAE to become on the best countries in the world by its golden jubilee. It also strengthens its efforts to gradually transform its services centres into 'smart centres' over the coming five years by eliminating human role in operations and services that can be automated, thereby optimising its human resources.

Emirates ID added that 'Robot Hamad', who will be deployed in various sizes, is currently being empowered to perform eye-attracting movements as well as to acquire more skills and knowledge that will help him deliver more professional and social tasks in the future.

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