Dubai Customs has introduced “Voice of Customer,” an artificial intelligence-powered platform designed to capture and analyze customer feedback in real time.
The new system aims to enhance service quality, support strategic decision-making, and strengthen Dubai’s position as a global trade hub through smarter, data-driven operations.
The platform leverages predictive analytics to monitor customer sentiment across multiple channels, including call centers, emails, social media, and the Dubai Customs website. It transforms feedback into actionable insights, enabling faster responses and improved service workflows.
Matar Al Muhairi, Director of the Client Happiness Department at Dubai Customs, said the initiative reflects the authority’s commitment to developing smarter communication channels with clients in trade, shipping, and logistics. By offering a unified interface for feedback and suggestions, the platform helps streamline customs procedures and accelerate trade flows in line with the Dubai Economic Agenda.
He added that the AI system automatically categorizes customer input, allowing teams to identify trends, prioritize improvements, and make timely, informed decisions through periodic reports presented to leadership.
Maryam Al Shamsi, Senior Consultant for Customer Service Development, noted that “Voice of Customer” also enhances operational efficiency by automating workflows and reducing manual tasks. This contributes to lower operational costs and quicker processing, essential for maintaining precision in customs operations.
She emphasized that the project embodies Dubai’s broader digital transformation strategy, advancing institutional data maturity and promoting transparency in governance. By integrating AI into customer experience management, Dubai Customs continues to set benchmarks for innovation and service excellence in the government sector.
News Source: Dubai Media Office
