The Federal Authority for Government Human Resources (FAHR) revealed that the HRes Club, one of its key strategic initiatives, held 57 forums attended by more than 10,000 HR professionals and those interested in human capital development generally across the UAE, since its launch in 2010 until the end of 2019.
The forums discussed a number of important topics, and contemporary issues related to human capital development, public administration and support services.
In this regard, Leila Obaid Al Suwaidi, Executive Director of Programs and Human Resources Planning Sector at the Authority, explained that during 2019, the Authority intensified its efforts to enhance the scope of the Club’s activities, starting from holding 10 forums in various emirates of the country.
The forums also adopted live broadcast technology in some sessions using the Internet “Webinar”, so as to reach the largest segment of those interested in human resources from all regions of the state, as well as from abroad. In addition, special forums were organized targeting students and professors of human resources in a number of UAE government universities.
HE said: “The Authority recently organized an open HR Club session, using live broadcast technology over the Internet, in which Mr. Mohamed Zugheer, Director of Business Development at Arabot Company in UAE was hosted as a keynote speaker, and was watched by approximately 500 people including HR Club associates and others interested in the field from the state and abroad.
“The session discussed the topic of ‘Using Conversational Artificial Intelligence to improve the customer experience’. It also discussed the secret of growing interest today in this interactive channel, the increasing dependence on it as one of the most important channels of communication with customers, as well as the factors that ensure the success of institutions in creating advanced chat robots capable of dealing with all types of customers.”
Mohamed Zugheer started the session by defining "chatbot" or chat robot as an automated system that takes on the task of responding to user messages in an automatic manner. In general, it is a computer program that simulates a natural human conversation. Users communicate with a chatbot via the chat interface or by voice, like how they would talk to a real person. Chatbots interpret and process user's words or phrases and give an instant pre-set answer, and artificial intelligence technologies enter into the construction of the chat bot to respond to users in a better way.
He indicated that companies rely heavily on chat bot technology, and make it available through their websites and various accounts on social networking, as it creates great interaction with customers. In addition, he said, the customers prefer chat bot more than any other communication channel, as it allows them to reach meet their needs faster, and gives them an opportunity to make comments, and express their opinion on the level of services provided.
“An organization’s success in creating advanced chat bots depends primarily on having sufficient and accurate data about the customers, their different requirements and expectations, and being aware that using conversational artificial intelligence with customers constitutes an added value for the institution as it improves its services and simplifies procedures based on the feedback it receives from the audience.
Mohamed Zughair, Director of Business Development at Arabut Company stated that there is much concern at the global level that conversational artificial intelligence may replace human resources and customer service employees. However, he believes that these technologies despite their advanced level and the distinguished services they provide for customers. They cannot in any way be developed without human intervention.
The Human Resources Club provides an important opportunity for cooperation among all those concerned with human capital development, discussing topics related to the major challenges faced by institutions and governments, as well as reviewing best solutions to address such challenges and keep pace with the changes in this area.
It is one of the most important strategic initiatives of the Authority, and an interactive platform and an intellectual and knowledge communication channel that brings together interested people, human resources specialists and experts under one roof to share ideas, experiences and solutions that could enhance the roles assigned to human resources departments and other institutional service bodies across different sectors in the country.
The Club offers its membership, which has grown to over 12 thousand, an ideal opportunity to learn about the best practices, experiences and success stories of many individuals and institutions, as well as meeting with specialists and practitioners in the field of institutional work.
It should be noted that membership of the Club is open and free for all those interested in human resources and institutional support, etc. Application should be through website: www.fahr.gov.ae, and e-mail: HRClub@fahr.gov.ae