Dubai: Emirates Transport Media Dept.
Mohammed Abdul Rahim, manager of the Digital Transformation and Information Systems Department at Emirates Transport (ET), stated that the company has developed detailed digital transformation plans that will help it strengthen its leading position.
He added that the plan would also contribute in boosting production levels, reducing costs, raising quality standards, enhancing safety levels and governance procedures, and providing the best services that achieve the comfort and happiness of customers and employees.
Abdul Rahim emphasized that ET has worked on developing a set of digital platforms in the fields of training, customer service, school transport, geographic information systems, risk governance and auditing systems, and recently launched Robotic Process Automation (PRA) systems.
Regarding the smart projects applied in Emirates transport, Mohammed Abdul Rahim indicated that the transformation plan for 2020 includes the development and launch of a number of projects. These include the accident prediction project, which relies on the use of machine learning techniques and artificial intelligence, and the robotic process automation project, which has many uses such as appointments, issuance of permits, payment of invoices, and the follow-up and automation of procedures related to the receipt and inspection of vehicles.
With regard to raising the level of customer satisfaction, ET used Twilio technologies, which is a digital cloud communications platform that allows making and receiving phone calls programmatically and allowing to send and receive text messages and implement other communication functions from anywhere using the application programming interfaces (API’s) for web services. This platform was used to implement virtual assistance services (chatbot), which contributed to reaching a larger segment of customers, and at the same time contributing to enhancing the level of customer satisfaction.
The first phase of implementing the iCRM Intelligent CRM system, which ensures the automation of sales and services, the automation of marketing processes, and the application of the unified platform for Emirates Transport customers, has also been completed to achieve the concept of Mobility as an Experience, which the company launched in 2019 during the Mass Alliance conference in Brussels.