The Ministry of Human Resources and Emiratisation integrates artificial intelligence into its call centre

The Ministry of Human Resources and Emiratisation announced the integration of artificial intelligence into the ministry’s call center to support enhancing the quality of services and the efficiency of operations by adopting modern artificial intelligence technologies, which contribute to improving the customer experience, accelerating response, and raising the level of performance, as part of innovation in providing government services.

Hussein Al-Aleeli, Director of the Customer Voice Department at the Ministry of Human Resources and Emiratisation, said that the Ministry continues its efforts to provide the best services to customers, within the standards of proactiveness, efficiency and competitiveness, especially in light of the increasing demand from customers to communicate with the call center thanks to the reliability, efficiency, high flexibility and multiple channels of the communication system, which reaches 14 channels.

Al-Aleeli explained that the initial results of integrating artificial intelligence into the call center have proven to be very effective in developing the center’s work, which reflects the ministry’s readiness, the efficiency of human cadres, and its ability to benefit from new technology in various fields, and to develop services that keep pace with the needs of customers, thus enhancing its role in pioneering government services and eliminating government bureaucracy, which is reflected in achieving government goals in digital transformation, and supports the UAE’s position as an ideal place to live, work, and invest.

The results showed the success of integrating artificial intelligence in enhancing efficiency and reducing time and effort, as the “converting texts into voice messages” feature contributed to improving the efficiency of the automated response (IVR), and enhancing periodic awareness campaigns, saving hundreds of hours by reducing the time required to answer a call by relying on technology to speed up the process of preparing automated responses immediately, and reducing the time required to record messages and make the call automatically and automatically by about 90%, which reflects the direct impact of the application of technology in raising operational efficiency and enhancing added value within the smart government work environment. More than 5 awareness campaigns were also launched using artificial intelligence, which contributed to making approximately 60,000 calls enhanced with the characteristics of artificial intelligence. To educate and alert customers to the need to comply with decisions on time in accordance with what each decision stipulates.

Artificial intelligence has saved more than 1,000 working hours and reduced call review time from 10 minutes to two minutes.

The Ministry has succeeded in developing control and quality systems, by developing quality assessment mechanisms using advanced artificial intelligence solutions that provide an automated model based on a comprehensive analysis of call records, including texts, summaries, and keywords. This system also allows the creation of smart evaluation models that monitor the extent of compliance with approved scenarios, which enhances the accuracy of the evaluation, reduces operational errors, and enhances operational efficiency. These tools contributed to reducing the time taken for performance evaluation processes by 89%, which led to a significant increase in the sampling rate to ensure the accuracy of the results and improve the experience. The dealer.

These texts and summaries constituted an essential tool in developing and supporting training programs, by using them as practical models to enhance the skills of new employees and raise the efficiency of work teams, based on real experiences, which enhances the Ministry’s role in investing in human resources, building national capabilities, and developing competencies, in line with its commitment to enhancing operational readiness in a dynamic government environment.

The Ministry has developed tools to accurately measure customers’ feelings based on instantaneous responses by adopting advanced techniques based on artificial intelligence, allowing the analysis of satisfaction levels effectively based on advanced voice recognition models and natural language processing techniques (NLPThe system analyzes the tone of voice and keywords, identifies the customer’s immediate interactions, and presents them to the employee to improve communication, which contributed to raising performance efficiency through the employee’s monitoring of interaction indicators during the call, such as the degree of general agitation and the change in the customer’s tone. The results showed that the system achieved an accuracy of more than 90% in analyzing the customer’s voice indicators, which reflects the improvement of the customer experience and the quality of communication within the center.

In the context of supporting operational efficiency, the “Restant Performance Measurement” feature was activated, which relies on real-time analytics to enable employees in the call center to improve their direct interaction with customers during the call. This feature provides more than 100 main indicators in addition to hundreds of sub-indicators that enhance the speed of response and raise the level of service quality, such as operational performance indicators, individual performance indicators, customer experience indicators, and advanced analysis indicators.

The Ministry is currently testing the “automatic response via chat channel” feature supported by artificial intelligence, with the aim of accelerating the response through digital channels and enhancing the accuracy of interaction with customers.

This feature allows for intelligent guidance of conversations and support for employees through a smart system that provides suggested responses from the knowledge base, in addition to implementing automatic procedures that suit the nature of the inquiry. This system has been enhanced with different scenarios covering about 2,000 frequently asked questions from customers, which makes the system comprehensive and capable of dealing with most questions and inquiries quickly and intelligently.

These initiatives represent an extension of the UAE’s vision to consolidate its position as a leading digital country based on innovation and technology to achieve sustainable development, and enhance its global competitiveness in the field of providing smart government services.