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The Virtual Assistant Service ‘Hamad’ for FAHR’s customers, responded to 25,000 inquiries during Q1 2020

Tuesday April 28, 2020

The Federal Authority for Government Human Resources (FAHR) confirmed that it received more than 25,500 inquiries and requests for support through Virtual Assistant Service ‘Hamad’ for FAHR’s customers, through the Authority’s website: www.fahr.gov.ae, from the beginning of 2020, until mid-April.

 In this regard, Salwa Abdullah, Director of Projects and Programs Dept. at the Authority, explained that the virtual assistant Hamad chatbot, was able to respond to more than 25,500 inquiries and requests for support, submitted by more than 5,000 customers. She noted that the demand for Hamad services has significantly increased after the implementation of remote work system, with greater focus on electronic and smart services, surpassing during the past two weeks only 1500 inquiries.

 She stated that the inquiries received via "Hamad" centered in their entirety on several services provided by the Authority, such as: requesting legal advice, technical support, accreditation of Federal Government’s preferred training partners "Ma’arif", participation in the Authority's publications, as well as reviewing organizational structures, job descriptions, Training, and inquiries about remote work.

 Salwa Abdullah said: “The virtual assistant service Hamad, is a window for an instant conversation developed by the Authority last year, using artificial intelligence technologies, with the aim of providing an interactive channel to communicate with customers, and provide technical support and advice to them about a number of services and systems through harnessing technology to enhance the work system.

 “This smart communication channel came as a result of the Authority’s endeavor to delight its internal and external customers and to provide them with the best services obtained as quickly and easily as possible, around the clock from anywhere.”

 She added that the Authority’s virtual assistant service automatically responds to all customer inquiries about some of its services such as training services, HR systems, legal advice, and technical support, through a dedicated conversation window, and the virtual assistant service. “The virtual assistant service (Hamad) will be continuously updated in order to be able to complete the HR transactions carried out by the Federal Government  employees during the coming period,” she said

 It should be noted that the Authority had earlier announced its artificial intelligence strategic plan at the Federal Government level, which was  approved since 2019. The plan included a set of initiatives and projects enhanced with artificial intelligence technologies, and serving human resources in the Federal Government in several areas, including launching the second phase of Hamad Chatbot project.

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