Opinion The potential of AI in empowering consumers

In April 2018, the department of economic development, Dubai, launched a "Smart Protection" service, which adopts Artificial Intelligence (AI) to respond efficiently to consumer queries and resolve their complaints. Through an app called Dubai Consumer, the service engages consumers in a direct dialogue to gather information and, within a few minutes, issues an "empowerment letter" stating details of complaint and instructions to the retailer to resolve relevant grievance within a pre-specified time frame, failing which the retailer risks attracting fines. It was reported in November that retailers comply with instructions in empowerment letters in more than 90% cases. The service has been trained to handle grievances in more than 12 sectors and understands more than 40 laws and regulations relating to consumer protection. Imagine the utility of such a service in our country, wherein the standard of customer support and grievance redressal is abysmally poor.