Sahar Gebril

Key Responsibilities and Achievements:

Continuous Engagement with the Federal Tax Authority (FTA)
Consulting via:

• Dubai Technologies LLC (December 2022 – Present)
• SUNDUS Recruitment & Outsourcing Services (November 2020 – January 2022)

• Led the enhancement of chatbot content, improving accuracy and engagement in handling tax-related inquiries, with a focus on VAT and corporate tax.
• Expertly utilized Nuance tools, including Nina IQ Studio, Experience Studio, and Nuance Analytics, to develop and optimize chatbot capabilities.
• Applied advanced Natural Language Understanding (NLU) techniques within Nuance systems to enhance chatbot comprehension and response accuracy.
• Continuously developed and refined FTA’s AI-driven chatbot integrations, ensuring the seamless functioning of the chatbot across platforms.
• Employed prompt engineering and other AI tools to create chatbot content.
• Collaborated closely with stakeholders to ensure regulatory compliance and efficient communication of tax-related information through the chatbot.
• Provided technical support for AI and chatbot deployments, ensuring the system’s stability and reliability.
• Played a pivotal role in integrating chatbot services with Planet, BrandSync, and the EmaraTax platform, improving the overall user experience and system functionality.
• Contributed to the development and implementation of new services, including the ‘Check Application Status’ feature, improving service accessibility for users.
• Supported the implementation of chatbot features at Planet.ae for tourist VAT refunds and enhanced live chat designs, facilitating effective tourist-agent communication.
• Advised FTA on its digital transformation strategy, leveraging Omni-channel AI, Business Intelligence (BI) Reporting, and Robotic Process Automation (RPA) to drive efficiency.
• Applied in-depth knowledge of FTA legislation and services to ensure accurate and compliant responses through the chatbot.
• Conducted daily, weekly, and monthly analyses of taxpayer interactions with the chatbot, providing actionable insights to optimize NLU performance.
• Delivered regular reports and project status updates, ensuring transparent communication with FTA leadership and stakeholders.
• Ensured compliance with government regulations in chatbot responses and implemented enhancements to key performance indicators (KPIs).
• Worked with tax policy teams, content writers, business analysts, and product managers to maintain and improve the effectiveness of the Virtual Assistant.
• Contributed to the collection and analysis of data and procedures, enhancing information security and ensuring compliance with the nature of the entity’s work.

• Rich working experience in using Nina the Nuance Intelligent Virtual Assistant Chat-bot tools for Arabic and English platform
• Enhance Tara (Tax Aware Robot Assistant) behavior for federal tax authority
• Focusing on enhancing the customer experience by automating & integrating customer interaction channels
• Engage with FTA content writers and Constructing it in NIQS to design a Conversational AI to meet the requirements of FTA
• Confirm the correct annotation, fix intent inconsistency and manage module accuracy test in NES
• Check metrics, HTML and Nina script
• Update the content of the Virtual Assistant and provides quality control and testing after each content update on the VA
• Testing of FTA platform in prep-rod and in production environment after designing and building the Virtual Assistant's new content
• Testing of Nuance NES and NIQS system on various technologies based on AI and NLP
• Prepare daily, weekly, monthly conversational analysis reports and sending to respective stakeholders
• Analyze taxpayer conversation and their queries on TAX and VAT that we receive daily on the chat-bot
• Advice the government requirements for Final Answer Provided and intent recognition on the chatbot VA beside enhancing the Key Performance Indicators (KPIs).

• Managed Zoho VAT software, providing regular reports to management.
• Administered e-commerce platforms (Alibaba and Amazon) and improved website functionality using CPanel and Magento.
• Led online marketing efforts and streamlined shipping processes via FedEx and DHL.
• Responsible for VAT return filing on FTA eService.
• Provided financial and accounting reports.

• Testing a new website for the collage based on WordPress and web design technology.

• Taught robotics and Arduino programming to children.
• Managed and tested robotics systems for competitions.
• Organized scientific events and solar cell workshops.

• Volunteer in teaching and introducing a scientific content.