Avaya and Dubai Police Collaborate to Launch "Amna" Virtual Assistant Engine

Recently, Dubai Police strengthened its partnership with global customer experience (CX) leader Avaya to jointly launch an artificial intelligence-powered virtual assistant engine named "Amna," designed to handle various inquiries from citizens and the public.

Samer AlKhawajah, head of the Artificial Intelligence Department at Dubai Police, explained that the virtual assistant engine, developed through this collaboration, has undergone a comprehensive upgrade in its chat functionality. The engine leverages AI analytics technology to provide a more immersive conversational experience and offers contextual understanding based on users' interaction history, enabling it to better meet customer needs.

Major General Khalid Nasser Al Razooqi, Director of the Artificial Intelligence Department at Dubai Police, emphasized, "Our ongoing collaboration with Avaya is a key part of building a future-facing AI experience. This partnership will help us provide higher-quality services to our customers, ultimately increasing user satisfaction."

A representative from Avaya stated, "We are honored to support Dubai Police. As Dubai Police's role in government services continues to grow, our close collaboration will not only equip them with an intelligent AI virtual assistant but will also ensure a seamless and consistent user experience through precise contextual understanding at every interaction."

It is worth mentioning that this solution being implemented by Dubai Police was showcased at the Avaya booth during GITEX Global 2024. Avaya also collaborated with other technology partners, including Sestek and Cognigy, in this grand event.