RTA’s camera can tell how happy you are

dubai — With the newest smart cameras in town, customers at the Roads and Transport Authority’s (RTA) centres no longer need to rate their experience from ‘one to five’ or from ‘happy to sad’. The new lenses can instantly capture facial expressions and determine how happy — or frustrated — customers are.

Four of the RTA’s centres, Al Barsha, Umm Al Ramool, Deira and Al Awir, are now equipped with these smart cameras, as part of the agency’s first artificial intelligence (AI) initiative under its Smart Dubai strategy.

“The initiative aims to measure customers’ happiness through smart cameras that analyse the extent of their happiness,” said Maher Shirah, director of smart services at the RTA’s corporate technology support services sector.

“The technology analyses the facial expressions of customers — without saving images in respect of their privacy — before and after processing their transactions at the centre. Accordingly, the technology gives an instant and accurate indicator of their happiness.”

The process assists in compiling reports about customers’ experiences and enables decision-makers to take an appropriate action to improve the service, if required.

Manufactured in the UAE, the AIpowered cameras are “highly accurate”, the RTA said. It can take snaps at a rate of 30 frames per second at a seven-metre range within an angle of 65 degrees. It also has an autofocus feature with no flash required and can minimise the light on people’s faces, allowing for a more accurate reading of their expressions.

After an image is captured, the system sends detailed reports

The smart happiness index monitors the variation in customers’ happiness level from the moment they step into the centre until the moment they leave, and links it with the level of service delivered.”

Maher Shirah, director of smart services, RTA

through a dashboard that generates real-time updates on customer happiness. It also sends instant SMS and e-mail notifications when the happiness rating at any centre drops from pre-defined levels. The team can then take the necessary steps to restore customers’ happiness.

“The smart happiness index monitors the variation in customers’ happiness level from the moment they step into the centre until the moment they leave, and links it with the level of service delivered. This technology generates an atmosphere of positive competition and prompts the use of the ‘gamification technique’ to improve the level of services,” Shirah said.