UAE’s AI systems save 99% in call centre costs and deliver instant customer responses

The UAE Ministry of Human Resources and Emiratisation (MoHRE) is currently implementing an AI system for risk prediction, to identify establishments requiring proactive inspection visits to dynamically determine risk factors and thus respond to labour market risks.

According to MoHRE, the second phase of bureaucracy zeroing included supporting its call centre with AI solutions by activating proactive call and email routing, automatic email summary feature, data analysis, measuring customer interaction and satisfaction, converting voice to text and vice versa, and other features which contributed to reducing call review time from 10 minutes to 2 minutes, saving over a thousand working hours, as well as reducing costs by 99% and providing instant automatic responses to customer inquiries via website chat without human intervention.

This robot can answer any question the visitor asks in Sharjah.

Regarding the use of AI in service development, MoHRE launched an AI system for verifying identity data, passports, employment contracts, image quality, and other work permit data, which contributed to reducing completion time by 95% and decreasing the time taken to audit transactions from 10 minutes to less than one minute. The use of the AI system, said MoHRE, also contributed to the automated completion of over 11 million transactions.

MoHRE also developed, as part of the second phase of the bureaucracy zeroing programme, the "quota" system for work permits for establishments using AI technologies. This enabled establishments to automatically obtain work permit quotas after the process used to take up to 10 days, as well as reducing human effort in review and approval of additional requests by approximately 56%, in addition to reducing 100% of procedures and requirements.

This also enabled MoHRE to issue approximately 900,000 quotas during the period from February to October 2025.

MoHRE also launched, as part of the second phase of the programme, an AI system for monitoring and safety aimed at detecting occupational health and safety violations and automatically generating reports, which contributed to reducing inspection procedures, facilitating the detection of violations, report generation, making faster decisions regarding violations, and reducing human errors.