The UAE Ministry of Finance says its call centre achieved a 97.11% First Contact Resolution rate in the first half of 2026 after integrating generative AI into its customer service operations, exceeding its 90% target.
Average Speed of Answer fell to 8 seconds, compared with a 20-second target, while 93.40% of calls were answered within 30 seconds. Customer Happiness reached 95.43% and Service Quality scored 92.41%, above their respective benchmarks of 90% and 80%.
Average Handling Time improved to 4 minutes and 35 seconds, while the Call Abandonment Rate was 1.88%, below the 5% threshold.
The centre uses AI-powered sentiment analysis, Speech-to-Text tools and generative AI for real-time responses to customer enquiries. Its Chat with Documents feature allows users to ask questions about PDFs and guides in natural language. Performance is monitored through Tableau dashboards and the ministry’s Talbiyah platform.
The ministry attributed the results to its investment in generative AI. The developments come as the UAE plans to deploy agentic AI across 50% of government sectors, services and operations within two years.
Source: Middle East AI News
