The UAE Ministry of Human Resources and Emiratisation (MoHRE) has introduced a wide range of artificial intelligence tools across its call centre, delivering major improvements in speed, efficiency and service quality as part of the nation’s digital transformation drive.

Early results indicate a 90% reduction in response and processing times, accompanied by enhanced quality control and increased customer engagement. The initiative supports the UAE’s Zero Government Bureaucracy programme, which aims to streamline public services and enhance overall performance.

A new text-to-speech system is at the core of these enhancements, strengthening the Interactive Voice Response (IVR) platform and accelerating the creation of automated messages.

To expand outreach, the ministry launched five AI-powered awareness campaigns that generated nearly 60,000 automated calls to update customers on compliance requirements. These campaigns saved more than 1,000 working hours, while call review time dropped from 10 minutes to two.

The ministry has also deployed advanced AI tools that analyse call transcripts, summaries and keywords to deliver more accurate performance assessments. These evaluation models monitor adherence to approved scenarios, reduce operational errors and significantly shorten assessment times. Overall, performance review time has fallen by 89 percent, with larger datasets improving the accuracy of insights.

AI-generated summaries are now used to develop training programmes built on real interactions, reinforcing staff skills and supporting the ministry’s commitment to continued operational readiness.

The ministry has further introduced AI systems that analyse customer tone, keywords and emotional cues with more than 90 percent accuracy. These tools help staff track sentiment throughout conversations, improving communication quality and empathy.

A Real-Time Performance Measurement platform now provides more than 100 main indicators and hundreds of sub-indicators, enabling employees to enhance interaction quality and refine overall performance.

MoHRE is also testing an AI-driven automated chat response system to speed up interactions across digital channels. Trained on about 2,000 frequently asked questions, the tool uses smart routing to suggest accurate responses and initiate automated procedures tailored to each inquiry.

By integrating advanced AI across its call centre operations, MoHRE is reinforcing the UAE’s position as a leading digital nation, enhancing competitiveness and delivering next-generation government services aligned with national transformation goals.