Dubai introduces world’s first robotic billing and customer service system

Emirates AI-powered robot helps travelers breeze through check-in counters

At least 50 percent of Emirates travelers choose to use the airline’s self-check-in systems or use Sara, the world’s first robotic check-in system.

Adel Al Redha, Emirates Chief Operating Officer, saying:

“The simpler and more reliable a system is, the more confident people will be in using it. Just like online shopping or booking airline tickets, once people feel more confident using it, they continue using it.”

Al Redha he spoke at a recent media roundtable after the opening of the Emirates innovation centre, Ebdaa, at Expo City Dubai. He said the center will become a model on which the future will be built.

“We want to export initiatives from Dubai. Therefore, this center is an open platform to work with all entities that have something to offer with respect to improving efficiency, sustainability and technology deployment.”

He explained.

The center houses an aviation robotics laboratory built in collaboration with Dubai Future Labs and other world leaders in robotics.

It hosts another world first: an artificial intelligence-powered customer service robot developed in-house. Aiming to be inclusive, Sara the robot also supports sign language, providing a glimpse into the future of customer-robot interactions.


Al Redha noted that Emirates has been continuously investing in technology and gave the example of how the team has been working with Dubai Department of Naturalization and Residency (DNRD).

He said:

“Over the past few months we have been working with our partners at the airport to install the biometric route. I can say with confidence that it is the only path that has been developed with this level of precision globally. “The units can collect an individual’s data without you having to look at something or look at a specific angle.”

He explained how customers can simply walk in and the system will recognize them.

“Its physical appearance is compared to the stored data to process it in a very efficient way.”

he said.

“Your path through the airport, your path through the various touchpoints within the airline, whether it’s lounge access or boarding the plane, is mapped. That came about through a collaboration between us, the different teams and the different suppliers. “It involved taking an idea, taking a vision and really trying to see how we can transform it into a reality.”

Immersive technology

According Al RedhaEmirates is also using its immersive technology to further introduce Dubai to its future employees.

“When we have a new external employee who has never visited Dubai, who doesn’t know what to expect in Dubai, they will be able to explore Dubai in real time to get a feel for the different places, understand the accommodation they might be living in and understand the airport environment when I arrived”,

he said.

“This will give people comfort and make them much more familiar with the area before entering.”

News Source: Khaleej Times

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