The Dubai Department of Consumer Protection (DED) has dealt with a consumer complaint from a non-state consumer against a Dubai-based business through a smart protection service that uses artificial intelligence technology in consumer protection in the emirate.
Ahmed Al Zaabi, Director of Consumer Protection at Dubai Economy, said that the Consumer Protection Department has received a report from a consumer on the effectiveness and efficiency of the smart protection service, which is a service through which consumer complaints are resolved using artificial intelligence technology without any human intervention. The service is characterized by interaction with the consumer and the application of policies and laws pertaining to consumer protection.
Al-Zaabi explained that the smart protection service contributed to the resolution of a complaint to a consumer from outside the country, where she bought a set of clothes from a company in the Emirate of Dubai, and was agreed with the company on the quantity, colors and sizes required, and after receiving the shipment surprised that there is a difference in the sizes that have been agreed upon .
She explained in her complaint that she tried to communicate with the merchant to find a quick solution to enable them to obtain products of the right sizes and specifications, but to no avail.
Al-Zaabi pointed out that the complainant reported that she had heard about the new service launched by Dubai Economy and accordingly used the service, demanding that her complaint be resolved as soon as possible.
He explained that she used the smart protection service, and got a letter to resolve the complaint, and sent the letter to the company, which in turn sent the letter to the official in the company to follow up the subject, and the official contacted the complainant and agreed with them to send products according to the specifications and standards required, and the company will ensure the cost of shipping, because the request did not Arrives to the complainant as agreed between the parties.
Al Zaabi stressed that the Consumer Protection Department in Dubai's economy seeks to harness the best services for customers and to make the best use of available resources. By communicating with consumers, the Consumer Protection Department can ensure that they are satisfied with consumer protection services and the role of Dubai Economy in protecting consumers' rights, making them aware of their rights and duties, and regulating the relationship between consumers and merchants.
Last year, the Dubai Economy launched the Smart Protection service to solve consumer complaints by using artificial intelligence, pointing out that this service, which is the first of its kind in the world, is able to understand the details of the complaint, analyze the data, and respond to the consumer with the decision to resolve the complaint.