Dubai Economy introduces revamped ‘Smart Protection’ for customer service

By Shilpa Annie Joseph, Desk Reporter
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Dubai Economy
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Dubai Economy’s Commercial Compliance & Consumer Protection (CCCP) sector has launched the updated version of its Smart Protection, the first-of-its-kind service introduced in April 2018 to address customers’ complaints quickly, with the help of artificial intelligence (AI) and without any human interference.

This service enables customers to solve their complaints within five minutes from the previous four working days. Since its launch, CCCP has addressed more than 2,000 customer complaints through this service.

Ahmed Al Zaabi
Ahmed Al Zaabi
Director – Consumer Protection
Dubai Economy

“The upgraded Smart Protection service reflects the priority given by Dubai Economy to continuously enhancing the customer experience in the emirate and reducing lead times by re-engineering procedures and harnessing state-of-the-art technologies. The new version uses artificial intelligence to respond to the consumer with a Solution Letter immediately after a complaint is submitted. Consumers can go to the store and present the Solution Letter to have the complaint resolved and settled.”

“The upgraded version will enable the merchant to verify the authenticity of the Solution Letter by visiting the website and reviewing the details. Consumers can also close the complaint on the website once resolved, which will help to track and measure the quality and efficiency of the service. The Consumer Protection Department will continue to gather user feedback to evaluate consumer satisfaction and improve the customer experience,” added Mr. Al-Zaabi.

Mona Al Marzouqi, director of the Supervisory Staff Development Division in CCCP, clarified that the Smart Protection upgrade draws on 42 policies and laws for consumer protection, and includes 12 different commercial sectors. Dubai Economy will continue to expand services and boost efficiencies by embracing the latest technology and growing employee understanding of changes in the market climate and customer behavior in the Emirate so that the CCCP can optimally deploy its human and technological resources.

Furthermore, Dubai Economy has been encouraging customers to try out the upgraded Smart Protection service and use it to address their grievances through the Dubai Consumer App available on the Apple, Google, and Huawei stores, or through the website.