GenAI pushes Ministry of Finance call resolution to 97%
UAE Ministry of Finance call centre answer speed cut to 8 seconds with AI
#UAE #GenAI - The UAE’s Ministry of Finance has exceeded every operational target set for its call centre in the first half of 2026, after integrating generative AI tools across its customer service operations. The ministry says that First Contact Resolution hit 97.11 percent, against a 90 percent target, while Average Speed of Answer dropped to 8 seconds, well under the 20-second target. Customer Happiness rose to 95.43 percent and Service Quality reached 92.41 percent, both comfortably ahead of the government’s benchmarks. The results have been attributed to the ministry’s investment in generative AI to strengthen its digital leadership in government financial services.
SO WHAT? - In April, the UAE government announced plans to deploy agentic AI across 50 percent of government sectors, services and operations within two years. Furthermore, it has made government leaders responsible for the results and given them 90 days to develop plans and AI agent use cases, clearly putting government departments in competition with one another. The Ministry of Finance is one of a number of government entities with advanced plans for implementing AI, but nonetheless the new call centre figures show that adoption of GenAI is accelerating at a competitive pace.
KEY POINTS:
The UAE’s Ministry of Finance’s says that its Call Centre achieved a 97.11% First Contact Resolution rate in H1 2026, against a 90% target, driven by integrated generative AI tools.
Average Speed of Answer fell to just 8 seconds, well below the 20-second target, while 93.40% of calls were answered within 30 seconds, above the 90% goal.
Customer Happiness reached 95.43%, exceeding the 90% benchmark, and Service Quality scored 92.41%, well above the 80% target.
Average Handling Time improved to 4 minutes 35 seconds against a 5-minute target, and Call Abandonment Rate was limited to 1.88%, far below the 5% threshold.
The Centre uses an AI-powered Sentiment Analysis system that reads customer tone and language, alongside Speech-to-Text technology that transcribes calls and generates staff feedback and guidance.
Generative AI has been integrated to deliver real-time responses to customer enquiries around the clock, complemented by a Chat with Documents tool that lets customers query PDFs and user guides through natural-language conversation.
The Centre also uses Salesforce’s data visualisation platform Tableau for real-time performance dashboards, alongside the ministry’s in-house Talbiyah platform for handling and fulfilling customer requests.
Younis Haji AlKhoori, Undersecretary of the Ministry of Finance, said the results demonstrate the tangible value of the ministry’s strategic investment in generative AI and its impact on operational excellence.
The ministry’s Strategic Plan 2027-2029, announced in January, includes a Smart Predictive Budgeting Platform, a Federal Government Monetary Forecasting Platform, an AI-powered procurement system, a National Assistant for Financial Analysis, and digital currency as a payment method for federal service fees.
[Written and edited with the assistance of AI]
Source: UAE Ministry of Finance