Dubai's RTA using smart cameras to tell if customers are happy

Cameras at RTA service centres will use facial analysis to assess customer happiness

Tags: Customer serviceFace recognitionRoads and Transport AuthorityUnited Arab Emirates
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Dubai's RTA using smart cameras to tell if customers are happy The smart cameras will track a customers’ happiness level from the moment of stepping into the centre until the time of leaving, and will send an alert if the customer is not happy enough, says Shirah.
By  Mark Sutton Published  March 12, 2019

Dubai's Roads & Transport Authority (RTA) is using smart cameras installed at its service centres to assess customer's happiness.

The smart cameras use facial recognition and analysis to read a customer's face and gauge their happiness.

Maher Shirah, Director of Smart Services, at RTA's Corporate Technology Support Services Sector said: "The initiative aims to measure customer's happiness index through smart cameras that analyse the extent of their happiness. The technology analyses the facial expressions of customers, without saving images in respect of their privacy, before and after processing their transactions at the centre. Accordingly, the technology gives an instant and accurate indicator of customers' happiness."

The camera's will be used to assist in compiling reports about customer's experiences, the RTA said, enabling them to improve service delivery.

Cameras have been installed at four customer service centres.

The RTA said the move is in line with the UAE Strategy for Artificial Intelligence, Dubai Government Smart City initiative, and RTA's first strategic goal (Smart Dubai).

The cameras, which are manufactured in the UAE, are highly accurate and powered by artificial intelligence technology. The camera can take 30 frames per second at a 7-meter range within an angle of 65 degrees. The camera has an autofocus feature with no flash required and can minimise the light cluster to enable accurate reading of the facial expression.

The camera has wireless and Bluetooth connectivity with a 32 MB Cache Memory, and automatically restarts in case of any failure. There is remote support for the camera to ensure seamless operation 24/7.

The system sends detailed reports on the level of customer's happiness through an instantly updated dashboard. It also sends instant notifications when the happiness rating in any centre falls short of the predefined level through a process integrated with the text messaging and e-mails. As such, the concerned parties can take action necessary to restore customers' happiness level.

"The smart happiness index monitors the variation in customers' happiness level from the moment of stepping into the centre until the time of leaving and links it with the level of service delivered. This technology generates an atmosphere of positive competition amongst customers' happiness, and prompts the use of the ‘Gamification technique' to improve on the level of services; which ensures the customers happiness and satisfaction," added Shirah.

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