ScienceSoft will speak at the World Health Expo (WHX) Dubai 2026, the event formerly known as Arab Health. On February 11, 2026, at 14:30 (UTC+4), Hadeel Abu Baker, Senior Healthcare IT Consultant at ScienceSoft, will speak at the Dubai Exhibition Centre in Expo City Dubai.
Her session, “AI Agents First: A New Operating Model for Healthcare Contact Centers,” explains how a multi-agent AI can handle most contact center calls, while staff focus on verification, escalation, and outcome control. It focuses on real-world call complexity, from handling Arabic dialects to dealing with complex multi-intent requests (e.g., rescheduling, location and parking guidance, and payment questions all within one interaction).
Our expert will cover:
- A multi-agent design where a router assigns tasks to specialist agents and controls context handoff, so the patient is not asked the same questions twice.
- The functional architecture, including routing and integrations with scheduling and CRM.
- The guardrails that keep it safe, including identity checks, escalation rules, and do-not-answer boundaries.
- The KPIs used to measure the agent’s impact.
The attendees will also see a live demo featuring an agent that switches from UAE Arabic to English upon request, handles long, multi-intent conversation turns, and completes voice flows with WhatsApp follow-ups.
