UAE deploys AI to boost call center operations and response times by 90 percent
The merger is part of the UAE’s broader drive to accelerate digital transformation, improve government service delivery and support the government’s streamlined bureaucracy.
Early results show significant gains in customer service efficiency and customer engagement.
Mohre said the powerful features of AI are strengthening the quality of service by reducing response times, improving operational standards and embedding the innovation framework of government services.
Mohre deploys AI to UAE call center
Hussein Al Alili, director of the Customer Voice Department at Mohre, said: “The Department of Labor and Emiratisation remains committed to providing the best services to customers, through organizational efficiency, efficiency, and competitiveness.
“This is very important given the growing customer demand for communication with the call center, encouraged by its high level of reliability, efficiency, and flexible options guaranteed by Tawasul’s 14 communication channels.”
“The first results we have seen from integrating AI into our call center have shown its high efficiency in improving the operations of the center, and their ability to find new technologies in various fields to improve customer needs.”
Al Alili noted that the merger enhances the ministry’s role in advancing the UAE’s zero government program and supporting the Digital Transformation Agenda.
Early results show that AI integration has improved efficiency and reduced time and effort in financial institution operations.
The new Text-to-Speech feature has improved the effective voice response system (IVR) and awareness campaigns according to the Department, saving hundreds of hours by reducing the creation of calls, speeding up the creation of automation and the recording of messages and recording of messages by 90 percent.
AI awareness campaign
Mohre also ran five energy-enabled awareness campaigns, making nearly 60,000 phone calls to sensitize customers about periodic compliance requirements.
AI contributed to saving more than 1,000 hours and cut the driving review time from 10 minutes to just two minutes.
These recommendations highlight the impact of embedding advanced technology on efficiency and increasing added value in a smart government environment.
To improve monitoring and quality assurance, the service deployed advanced AI solutions capable of using comprehensive analysis of call logs, files and keywords.
These systems produce smart test models that monitor adherence to approved conditions, improving accuracy and reducing operational errors.
The tools reduced time spent on performance testing by 89 percent while significantly increasing sample sizes to support improved accurate results and improved customer experience.
AI transcript and summaries
AI-generated writing and summaries are now used to develop training programs based on real experiences, helping to improve corporate capabilities and strengthen Mavin’s national capabilities in line with Mohre’s commitment to operational innovation.
Mohre has also introduced customer-driven customer analytics tools that measure satisfaction levels in real time.
Using advanced voice recognition and Natural Language Processing (NLP) techniques, the system analyzes tone, keywords and emotional sentiment with over 90 percent accuracy, enabling employees to track changes in promotion rates.
To further support operational efficiency, the service has introduced a real performance measurement feature that provides hundreds of thousands of indicators below.
These tools help employees to improve the quality of interaction, improve response speed and analyze performance and individual performance.
Similarly, mohre is testing an automated change response system designed to speed up response times for digital channels in the UAE.
The feature uses intelligent routing, suggests accurate answers to the service’s knowledge base and generates automated processes that match the types of queries.
Mohre trained the system on approximately 2,000 frequently asked questions, ensuring complete coverage and prompt handling of questions.
These programs support the UAE’s vision to strengthen its position as a leading digital nation, embrace new technologies to drive sustainable development, improve global competitiveness and deliver faster government services.
