Strengthen your call center with AI solutions
As part of the second phase of the Zero Government Bureaucracy programme, MoHRE upgraded its call center using AI. Features include:
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Proactive routing of phone calls and emails
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automatic email summaries
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Data analysis and customer engagement measurement
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Speech synthesis and text-to-speech functions
These enhancements have reduced call review time from 10 minutes to 2 minutes, saved more than 1,000 hours of work time, reduced costs by 99%, and enabled instant automated responses to customer inquiries via website chat without human intervention.
“Work Bundle” upgraded through integrated platform
MoHRE has also strengthened work bundles that provide integrated services through a shared platform, single payment mechanism, and a “one-time data submission” model. Customers can submit data once and integrate it digitally across relevant authorities, improving processes for work permit services.
This bundle includes domestic worker services such as issuing residence permits and reduces the required data fields from 50 to 16. AI systems verify identity data, passports, employment contracts, image quality, and other work permit information. This innovation:
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95% reduction in processing time
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Reduce audit time from 10 minutes to less than 1 minute
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Data entry time reduced from 3 minutes to 1 minute
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Automate over 11 million transactions
AI streamlines work permit allocation
MoHRE introduced an AI-based facility work permit allocation system to automate a process that previously took up to 10 days. system:
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56% reduction in human reviews
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Eliminate additional approval procedures
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Removed 100% of related manual processes
The ministry issued nearly 900,000 quotas from February to October 2025. Additionally, AI systems monitor occupational health and safety violations, automatically generate reports, streamline inspections, support faster decision-making, and minimize human error.
Save over 1,000 labor hours
AI saved over 1,000 hours and reduced call review time from 10 minutes to 2 minutes. The advanced AI-powered quality assessment mechanism is now:
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Analyze call records, transcripts, summaries and keywords
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Monitor compliance with approved scripts
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Reduce operational errors
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Improving rating accuracy and customer experience
AI-powered automated chat response systems reduce response times, provide intelligent conversation routing, suggest answers from a knowledge base, and take automated actions.
Approximately 2,000 frequently asked questions are answered for efficient and accurate customer support.
Driving digital transformation in the UAE
These initiatives reflect the UAE’s vision to strengthen its position as a leading digital nation. Leveraging AI and innovation, MoHRE aims to achieve sustainable development, strengthen global competitiveness, and deliver smart and efficient government services.
