The Ministry of Human Resources and Emiratisation has introduced a suite of artificial intelligence tools across its Call Centre, marking a significant step in the UAE’s continued push toward smarter and more efficient government services.
The ministry confirmed that the new AI capabilities are already improving customer experience, speeding up response times, and strengthening overall service quality. According to Hussein Al Alili, Director of the Customer Voice Department, the upgrades support rising demand across the Tawasul system’s 14 communication channels and align with national goals to enhance proactivity, efficiency, and competitiveness in government services.
Initial results show notable gains. Text-to-speech functions have improved the Interactive Voice Response system and reduced the time needed to record and deliver automated messages by about 90 percent. Five AI-driven awareness campaigns generated around 60,000 calls, saving more than 1,000 working hours and cutting call review time from ten minutes to two.
The ministry also upgraded its monitoring and quality assurance processes using AI tools capable of analysing transcripts, summaries, and keywords. These systems have reduced evaluation time by 89 percent and increased sample sizes, improving accuracy and overall performance management. Insights from these analyses now support training programmes built around real case studies.
New sentiment analysis models are helping employees track emotional cues in real time with accuracy rates exceeding 90 percent. This has strengthened communication quality and allowed staff to adjust their responses based on customer tone and interaction patterns.
To further enhance speed and accuracy, the ministry is testing an automated chat response feature trained on approximately 2,000 common customer queries. The initiative forms part of a wider national strategy to embed digital innovation across government operations and reinforce the UAE’s position as a global leader in smart service delivery.
News Source: Emirates News Agency
