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At GovTech 2025, Ziad Madanat highlighted how AI-driven CX automation can transform public services, stressing the shift from digital availability to proactive, personalized citizen engagement.
At the GovTech Conclave 2025, Ziad Madanat, Regional Director for MENA at Verint, shared a detailed view of the public sector’s evolving approach to citizen engagement and contact center automation. Speaking on the panel Leveraging AI for CX Automation in Public Sector Contact Centers: Transforming Operations and Achieving Business Outcomes, Madanat presented a systems-level view of how AI and CX automation reshape government service delivery in the UAE and beyond.
For instance, Abu Dhabi Government Service, TAMM, integrates over 900 government services, ensuring a seamless, proactive, and personalized citizen journey.
However, these advances in digital availability and service orchestration have introduced new complexities for service agents and back-office operations. Madanat also emphasized the value of compound small-scale enhancements alongside broader digital initiatives during his keynote.
Key Takeaways Include:
- It is not enough for government services to be available online; they must anticipate citizen needs. For example, if a user applies for a visa renewal for one child, the system should prompt them to do the same for another family member.
- Despite major strides in front-end digital platforms, many backend systems are still siloed or proprietary, limiting integration and resulting in inconsistent service delivery across departments.
- Contrary to expectations, the contact center’s role is becoming more complex, not simpler. Agents must be equipped with advanced tools and real-time knowledge access to resolve these cases.
- Mining interaction data (calls, emails, chats) offers deeper insights than purely transactional logs, helping government entities derive actionable outcomes like improved service speed.
For a deeper dive into these themes, watch Driving the Next Wave of Digital Government Innovation panel from GovTech Conclave 2025.
Our sponsors include Presenting Partner e& enterprise; Strategic Partner TII; Video Collaboration Partners Logitech and ASBIS; Consulting Partner Sia; Education Partner Coursera; Gold Partners TP and Verint; Silver Partners Liferay and Protiviti; and Exhibiting Partners Beinex, ManageEngine, Prezlab, Answered by Aramex, and Airia – Enterprise AI Simplified.
