AI Integration Enhances MoHRE Call Centre Efficiency And Customer Service Quality

The Ministry of Human Resources and Emiratisation (MoHRE) has successfully integrated Artificial Intelligence (AI) into its Call Centre. This initiative aims to enhance service quality and operational efficiency by using advanced technology. The AI features are designed to improve customer experience, reduce response times, and elevate performance levels, establishing a framework for innovation in government services.

Hussein Al Alili, Director of the Customer Voice Department at MoHRE, stated, "The Ministry of Human Resources and Emiratisation remains committed to providing the best available services to customers, in line with the highest standards of proactivity, efficiency, and competitiveness. This is especially important given the growing customer demand for communication with the Call Centre, encouraged by its advanced level of reliability, efficiency, and agility, as well as the flexible options ensured through the ‘Tawasul’ system’s 14 different communication channels."

The integration of AI has significantly boosted efficiency and saved time. The text-to-speech feature improved the Interactive Voice Response (IVR) system's efficiency and supported periodic awareness campaigns. It reduced call answering time by automating responses and cut recording time by about 90%, saving hundreds of hours.

AI-powered awareness campaigns were also conducted. Approximately 60,000 calls were made to inform customers about compliance with regulations. These efforts saved over 1,000 working hours and reduced call-review time from 10 minutes to two minutes. This reflects how embedding advanced technology enhances operational efficiency in a smart government environment.

The Ministry has developed monitoring systems using AI solutions to enhance quality assessment mechanisms. An automated model analyses call records comprehensively. This includes transcripts and summaries that serve as practical training tools for new employees. These improvements have reduced performance evaluation time by 89%, increasing sample sizes for accuracy.

Transcripts help develop training programmes based on real experiences. They serve as practical models to improve new employees' skills and work team efficiency. This aligns with MoHRE's commitment to investing in human resources and developing competencies in a dynamic government environment.

Real-Time Performance Measurement

A Real-Time Performance Measurement feature was introduced to support operational efficiency. It uses instant analytics to help Call Centre employees interact better with customers during calls. Over 100 main indicators and hundreds of sub-indicators enhance response speed and service quality.

The Ministry is testing an AI-powered Automated Chat Response feature aimed at speeding up response times across digital channels while improving interaction accuracy. The system suggests responses from a knowledge base and executes automated procedures tailored to inquiries.

Customer Sentiment Analysis

Tools have been developed to measure customer sentiment accurately using real-time responses analysed through voice recognition models and Natural Language Processing (NLP). These tools assess satisfaction levels by analysing tone of voice and keywords, presenting emotional reactions to relevant employees for improved communication.

This system allows employees to track interaction indicators like emotional intensity during calls in real-time. It recorded over 90% accuracy in vocal sentiment analysis, reflecting enhanced customer experience and communication quality at the Call Centre.

The UAE's vision is supported by these initiatives that aim to position it as a leading digital nation embracing innovation for sustainable development. By integrating advanced technology into government services, the UAE enhances its global competitiveness in providing smart services.

With inputs from WAM