New AI System Cuts UAE Government’s Call Centre Response Times by 90%

The Ministry of Human Resources and Emiratisation has deployed artificial intelligence across its call centre, reporting faster responses, improved customer experience and enhanced quality control as part of the UAE’s digital transformation and Zero Government Bureaucracy programme.

The ministry said early results show operational gains from new tools including text-to-speech that upgrades the interactive voice response system and accelerates awareness campaigns. The features reduced the time required to answer calls, sped automated response creation and cut message-recording and automated-call processes by approximately 90%. Five AI-powered awareness campaigns placed about 60,000 calls to alert customers on compliance timelines. AI also saved over 1,000 working hours and reduced call-review time from 10 minutes to two minutes.

For monitoring and quality assurance, advanced systems analyse call transcripts, summaries and keywords to generate evaluation models that track adherence to approved scenarios. The tools reduced time spent on performance evaluations by 89% while increasing sample sizes. AI-generated transcripts and summaries are being used to design training grounded in real cases, and real-time sentiment analysis based on voice recognition and Natural Language Processing measures satisfaction with over 90% accuracy, allowing staff to follow shifts in tone and empathy throughout a call.

The ministry also introduced a Real-Time Performance Measurement feature with over 100 primary indicators and hundreds of sub-indicators to improve interaction quality and response speed. In parallel, it is testing an AI-powered automated chat response on digital channels that uses smart routing, suggests answers from the ministry’s knowledge base and carries out automated procedures. The system has been trained on around 2,000 frequently asked questions.