UAE’s MoHRE uses AI to reduce call center waiting times by up to 90%

The UAE Ministry of Human Resources and Emiratisation (MoHRE) has significantly upgraded its call center operations by deploying advanced artificial intelligence tools, delivering measurable improvements in efficiency, service quality, and customer engagement. The initiative aligns with the UAE’s broader digital transformation agenda and supports the country’s Zero Government Bureaucracy program.

According to the Ministry, the AI integration has already produced strong early results, reducing response times, improving performance monitoring, and enhancing the overall customer experience across multiple communication channels. The move comes amid growing demand for call center services, driven by the reliability and flexibility of MoHRE’s “Tawasul” system, which offers 14 different communication channels.

Hussein Al Alili, Director of the Customer Voice Department at MoHRE, said the Ministry remains committed to delivering proactive, efficient, and competitive services by leveraging advanced technologies. He noted that the initial outcomes demonstrate both the Ministry’s readiness and its ability to integrate AI into core operations to meet evolving customer needs.

One of the most impactful upgrades has been the introduction of AI-powered text-to-speech technology, which enhanced the Interactive Voice Response (IVR) system and awareness campaigns. This feature reduced the time required to record messages and create automated responses by approximately 90%, saving hundreds of working hours and significantly accelerating call handling.

MoHRE also conducted five AI-driven awareness campaigns, placing around 60,000 automated calls to notify customers about compliance requirements. These campaigns alone saved more than 1,000 working hours, while AI-assisted call reviews reduced evaluation time from 10 minutes per call to just two.

To strengthen quality assurance, the Ministry deployed AI systems that analyze call transcripts, summaries, and keywords at scale. These tools generate smart evaluation models that monitor adherence to approved service scenarios, reduce operational errors, and improve accuracy. As a result, time spent on performance evaluations fell by 89%, while larger sample sizes enabled more reliable insights into service quality.

AI-generated transcripts and summaries are now also used to develop training programs based on real customer interactions, helping to enhance employee skills and support national human capital development.

In addition, MoHRE introduced AI-based customer sentiment analysis tools that use voice recognition and natural language processing to assess tone, emotion, and keywords with over 90 percent accuracy. These insights allow staff to track satisfaction and empathy levels in real time, improving communication quality.

The Ministry is also testing an AI-powered automated chat response system trained on approximately 2,000 frequently asked questions to accelerate responses across digital channels. Together, these initiatives reinforce the UAE’s ambition to deliver next-generation smart government services and strengthen its position as a global digital leader.