United Arab EmiratesPublic sector2026 – ongoingMinistry of Finance (United Arab Emirates)
AI-assisted call-centre service
The UAE finance ministry reported 97.11% first-contact resolution after deploying call-centre AI
Problem
The ministry sought faster responses to financial-service enquiries and more consistent customer support.
Approach
Its call centre deployed voice sentiment analysis and AI transcription with employee guidance. Generative AI answered enquiries, while a document-chat service retrieved information from guides and PDFs.
Results
97.11%first-contact resolution in H1 2026, per the ministry
8 secondsaverage speed of answer in H1 2026, per the ministry
Takeaway
The results covered the whole call centre; the ministry did not isolate AI's contribution.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AIGenerative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
[1]Ministry of Finance (United Arab Emirates)23 Jul 2026
The ministry described deployed AI tools for calls and customer enquiries. It reported 97.11% first-contact resolution and an eight-second average answer time across the centre.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026
