CAIT launches unified AI-powered platform to enhance citizen, resident experience

The Central Agency for Information Technology (CAIT) launched on Saturday a unified platform project to manage the citizen and resident experience across all government entities, in cooperation with global technology firm Sprinklr. In a statement to KUNA, CAIT said a key pillar of the project is the development of the unified government contact center (Wasel) 101, the national hub responsible for managing government communication channels and receiving inquiries and feedback related to public services nationwide. The agency affirmed that the project aims to upgrade the technical and operational ecosystem of "Wasel" by integrating advanced artificial intelligence technologies to enhance the efficiency of request management, analysis, classification and smart routing, while improving service quality across digital and traditional channels. The new platform represents an advanced stage in managing citizen and resident experience, enabling unified reception and processing of requests, inquiries and transactions within a centralized, interconnected operational environment linked to internal workflows of various government entities and tracked through to closure under a unified technical framework. CAIT noted that the development of "Wasel" relies on AI-driven smart automation, real-time data analysis, automated classification and routing of requests, virtual assistants and intelligent agents. It will also provide unified national dashboards and reports to monitor performance indicators, service levels and response quality at the state level, helping reduce processing times and enhance user experience in line with Kuwait Vision 2035. The partnership with Sprinklr, a global leader in AI-powered unified customer experience management platforms, is intended to strengthen the technical and operational capabilities of "Wasel" and align government communication management with international best practices. The project is expected to enhance institutional integration among government entities, reduce duplication of systems and platforms, and improve public spending efficiency through unified operational infrastructure. It will also provide a centralized monitoring and analytics system to support decision-makers with accurate, real-time data to assess public sentiment, analyze priority issues and develop services and policies accordingly. Implementation will take place in phases across all government entities to ensure the establishment of a sustainable national ecosystem for managing and continuously improving citizen and resident experience in line with global standards. The development aligns with national efforts to empower Kuwaiti cadres through specialized training programs in digital platform management, data analytics and artificial intelligence applications, enhancing institutional readiness and workforce efficiency, CAIT added. The agency emphasized that "Wasel" serves as a key operational pillar supporting government applications, particularly "Sahel" and "Sahel Business," by providing technical and operational support for communication channels linked to government services and ensuring timely processing and coordination with relevant authorities. Deputy Executive Vice President of Sprinklr, Amjad Al-Sabah, said that "Wasel" is not merely a technical project but an advanced national digital infrastructure redefining citizen and resident experience management in Kuwait to facilitate faster and more efficient service delivery. As a global AI-powered unified platform, Sprinklr will enable government entities to manage interactions with high efficiency and transform data into strategic insights that support decision-making and elevate government performance standards in line with Kuwait's digital transformation ambitions, he added.