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DMD-2026-010

Virtual assistant for beneficiaries in Mueen

SubmittedIdea
Priority score
70

Preliminary score from screening — confirmed after evaluation

Estimated cost
SAR 3.4M
Net present value
—

After the business case

Internal rate of return
—

After the business case

Payback period
—

After the business case

Rank in the 2027 plan
—
  1. Gate into «Submitted»DecisionGoDate12 October 2026DraftComplete
  2. Gate into «Initial review»DecisionNot held yetSubmittedCurrent phaseCurrent phase
  3. Gate into «Feasibility»DecisionNot held yet3Initial reviewNot started
  4. Gate into «Evaluation»DecisionNot held yet4FeasibilityNot started
  5. Gate into «Committee review»DecisionNot held yet5EvaluationNot started
  6. Gate into «Approved»DecisionNot held yet6Committee reviewNot started
  7. Gate into «Prioritized»DecisionNot held yet7ApprovedNot started
  8. Gate into «Converted to project»DecisionNot held yet8PrioritizedNot started
  9. 9Converted to projectNot started

The request as filed

What the requester wrote on the intake form

Problem
62% of beneficiary enquiries about Mueen are repeats (case status, hearing date, what case registration needs) that tie up the contact centre.
Current state
There is no self-service for enquiries outside working hours.
Objective
An Arabic AI virtual assistant inside Mueen that answers around the clock and hands complex cases to an agent.
Expected scope
A language model grounded on the judicial-services guides, case-status lookup after Nafath sign-in, and Mueen and WhatsApp channels.

Expected benefits

Savings

40% of repeat enquiries handled by the assistant

Customer satisfaction

Service 24/7

Strategic link

The objectives it serves and how well it aligns

Strategic alignment · Excellent

Related lessons learned

From similar past projects (§78) — read them before evaluation

National-platform integration needs early agreements

From Mueen Digital Platform — Release 4

Integration agreements with the defendant agencies and the bus operator slipped 11 weeks because they only started after the contract award.

Recommendation: Start integration requests and SLAs during feasibility, and plan a full integration sprint.

Open the lesson

Data governance comes before the analytics platform

From AI Judicial Assistant

At the planning gate the Steering Committee made SDAIA classification of case and party data a condition.

Recommendation: Tie any analytics or AI request to the data-governance outputs and name the data owners before evaluation.

Open the lesson

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