UAE deploys AI to boost call centre operations and slash response times by 90 per cent

The integration is part of the UAE’s broader move to accelerate digital transformation, enhance government service delivery and support the Zero Government Bureaucracy programme.

Early results show substantial gains in operational efficiency and customer engagement.

MoHRE said the innovative AI-powered features strengthen service quality by shortening response times, improving performance levels and embedding a framework of innovation within government operations.

MOHRE deploys AI in UAE call centre

Hussein Al Alili, Director of the Customer Voice Department at MoHRE, said: “The Ministry of Human Resources and Emiratisation remains committed to providing the best available services to customers, in line with the highest standards of proactivity, efficiency, and competitiveness.

“This is especially important given the growing customer demand for communication with the call centre, encouraged by its advanced level of reliability, efficiency, and agility, as well as the flexible options ensured through the ‘Tawasul’ system’s 14 different communication channels.

“The preliminary results we have seen from integrating AI into our call centre have demonstrated its high efficiency in developing the centre’s operations, reflecting the Ministry’s readiness, the competence of its human resources, and its ability to leverage new technology in various fields to develop services that keep pace with customer needs.”

Al Alili noted that the integration enhances the Ministry’s role in advancing the UAE’s Zero Government Bureaucracy programme and supporting the country’s digital transformation agenda.

Early results show that AI integration improved efficiency and reduced time and effort across Call Centre operations.

The new text-to-speech feature enhanced the Interactive Voice Response (IVR) system and the Ministry’s awareness campaigns, saving hundreds of hours by reducing the time required to answer calls, speeding up automated response creation and cutting message-recording and automated-call processes by approximately 90 per cent.

AI awareness campaign

MoHRE also conducted five AI-powered awareness campaigns, making approximately 60,000 AI-enhanced calls to alert customers about compliance requirements within specified timelines.

AI contributed to saving over 1,000 working hours and cut call-review time from 10 minutes to just two minutes.

These improvements highlight the impact of embedding advanced technology in operations and increasing added value in a smart government environment.

To enhance monitoring and quality assurance, the Ministry deployed advanced AI solutions capable of running comprehensive analyses of call transcripts, summaries and keywords.

These systems generate smart evaluation models that monitor adherence to approved scenarios, improving accuracy and reducing operational errors.

The tools reduced time spent on performance evaluations by 89 per cent while significantly increasing sample sizes to support more accurate results and improved customer experience.

AI transcripts and summaries

AI-generated transcripts and summaries are now used to develop training programmes grounded in real experiences, helping to enhance employee skills and strengthen national human-capital capabilities in line with MoHRE’s commitment to operational readiness.

MoHRE has also introduced AI-driven customer sentiment analysis tools that measure satisfaction levels in real time.

Using advanced voice recognition and Natural Language Processing (NLP) techniques, the system analyses tone, keywords and emotional cues with over 90 per cent accuracy, enabling employees to track changes in sentiment and empathy levels throughout a call to improve communication quality.

To further support operational efficiency, the Ministry has launched a Real-Time Performance Measurement feature that provides over 100 primary indicators and hundreds of sub-indicators.

These tools help employees improve interaction quality, enhance response speed and refine operational and individual performance.

In parallel, MoHRE is testing an AI-powered Automated Chat Response system designed to accelerate response times across digital channels in the UAE.

The feature uses smart routing, suggests accurate responses from the Ministry’s knowledge base and executes automated procedures matched to inquiry types.

MoHRE trained the system on around 2,000 frequently asked questions, ensuring comprehensive coverage and rapid handling of inquiries.

These initiatives support the UAE vision to strengthen its position as a leading digital nation, adopting innovative technologies to drive sustainable development, enhance global competitiveness and deliver next-generation smart government services.