Dubai: The Ministry of Human Resources and Emiratisation (MoHRE) has announced the successful integration of Artificial Intelligence (AI) applications into its Call Centre as part of its efforts to leverage advanced technologies to enhance service quality and operational efficiency.
According to Emirates News Agency, the innovative AI-powered features serve to improve customer experience, shorten response times, elevate performance levels, and establish a framework of innovation in government service delivery. Hussein Al Alili, Director of the Customer Voice Department at MoHRE, emphasized the ministry's commitment to providing top-tier services in line with standards of proactivity, efficiency, and competitiveness. The integration of AI is a response to increasing customer demand for reliable and agile communication options, as facilitated by the 'Tawasul' system's 14 different communication channels.
Preliminary results from the AI integration show significant improvements in the Call Centre's operations, highlighting the ministry's readiness and ability to leverage new technologies. The text-to-speech feature has enhanced the Interactive Voice Response (IVR) system, saving hundreds of hours by reducing the time required to answer calls and create automated responses. AI-powered awareness campaigns have led to approximately 60,000 calls, informing customers about compliance with regulations, and saving over 1,000 working hours.
The ministry has also developed advanced monitoring and quality check systems using AI to enhance quality assessment and perform comprehensive analyses of call records. These systems have increased assessment accuracy, minimized operational errors, and boosted efficiency. Transcripts and summaries from calls are used to develop training programs, enhancing employee skills and reinforcing MoHRE's commitment to investing in human resources.
AI-based technologies are also being used to measure customer sentiment in real-time, allowing for effective satisfaction analysis through sophisticated voice recognition models and Natural Language Processing (NLP) techniques. The system's ability to track emotional intensity and changes in customer tone has resulted in an accuracy rate of over 90%, significantly improving customer experience.
The ministry has introduced a Real-Time Performance Measurement feature, providing employees with instant analytics to improve direct interactions with customers. This feature offers over 100 main indicators to enhance response speed and service quality. Additionally, MoHRE is testing an AI-powered Automated Chat Response feature designed to improve response times across digital channels. This system supports employees with suggested responses and automated procedures, trained on 2,000 frequently asked questions to ensure comprehensive and efficient handling of inquiries.
These initiatives align with the UAE's vision to position itself as a leading digital nation, embracing innovation and advanced technology to drive sustainable development and enhance global competitiveness in smart government services.