Page 14 - Case study: Smart Dubai - Rashid - City Concierge

2.3. Results

Rashid Uptake and Implementation Results: Since its launch in Q4’2016 until the end of 2018, the
uptake of Rashid has been significant regarding various city services in Dubai. Some adoption related
figures reflecting actual results from Rashid are listed below.

• Total number of customers’ conversations with Rashid from launch till the end of 2018 - (59,241)

• Total number of questions asked to Rashid from launch till the end of 2018 - (275,105)

• Number of main topics Rashid can answer questions on - (122)

• Average number of questions Rashid is asked daily - (464 per day)

• Average length of each conversation by Rashid - (3.9 min)

• Rashid also provides a feature rich backend system as part of its implementation which
allows Smart Dubai and also entities to analyze its results, statistics, and more importantly
questions answered and unanswered as well. Unanswered ones are then further analyzed and
systematically incorporated as continuous enhancements to Rashid.

Rashid Impacts and Benefits: Rashid has been a very successful tool for Smart Dubai at the city
level. The impacts are briefly indicated below.

Social Impact:

• Direct linkage to Smart Dubai vision: Rashid is designed to meet Dubai residents’ and visitors’
needs to have happy city experiences linking directly to Smart Dubai’s vision of becoming the
happiest city on earth.

• Engaging Public: Rashid is a simple tool using natural language processing to engage people to
meet their city needs across digital channels. In certain instances, people feel more comfortable
asking their inquiries openly to Rashid rather than talking to a government official through
telephone.

• Augmenting Social Services: Rashid has been incorporated in several social services (in addition
to others in the city) and enhances social services delivery.

Economic Impact:

• Focus on core business: Since Smart Dubai has taken the responsibility of designing,
implementing and operating Rashid using cognitive computing and natural language processing,
Dubai government entities were relieved to implement the same on their own and focus on their
core businesses and enhance customer experiences during their services delivery. Scarce AI skills
were utilized effectively and efficiently by Smart Dubai to deliver a city-wide service.

8 Smart Dubai – Rashid – City Concierge | Dubai, UAE