UAE Ministry of Finance Contact Center Surpasses All H1 2026 Targets Driven by Generative AI
The UAE Ministry of Finance (MoF) has unveiled the performance results for its Contact Center during the first half of 2026. The findings highlight how the integration of Artificial Intelligence (AI) solutions enabled the center to surpass all approved operational targets, achieving a 97.11% First Contact Resolution (FCR) rate, reducing the average response time to 8 seconds, and pushing customer happiness to 95.43%.
Interactive and Integrated Experience
H.E. Younis Haji Al Khoori, Undersecretary of the Ministry of Finance, affirmed that these results reflect the Ministry’s proactive vision to solidify its digital leadership and shape an innovative future for government financial services in alignment with national strategic directives.
"These achievements highlight the true value of deliberate investment in Generative AI technologies and their capacity to bring about a radical transformation in operational efficiency," H.E. Al Khoori stated. "By offering fast and reliable services that exceed customer expectations, we significantly reduce both effort and time."
He added that the Ministry remains committed to continuously updating its technological ecosystem to ensure sustained institutional excellence, empowering human talent with cutting-edge tools to support the UAE's competitive edge in public financial management.
Exceptional Operational Metrics
Detailed performance data for H1 2026 revealed strong metrics across all operational Key Performance Indicators (KPIs):
First Contact Resolution (FCR): Achieved 97.11% (Target: 90%)
Service Quality Level: Reached 92.41% (Target: 80%)
Customer Happiness Index: Rose to 95.43% (Target: 90%)
Calls Answered within 30 Seconds: Recorded at 93.40% (Target: 90%)
Average Speed of Answer (ASA): Reduced to 8 seconds (Target: 20 seconds)
Average Handling Time (AHT): Lowered to 4 minutes and 35 seconds (Target: 5 minutes)
Call Abandonment Rate: Dropped to 1.88% (Target: below 5%)
Comprehensive Suite of Smart AI Programs
The Contact Center's performance is driven by an integrated suite of advanced AI applications, anchored by an AI-powered sentiment analysis system that tracks caller tone and vocabulary in real time.
Key technological pillars implemented include:
Speech-to-Text AI: Converts live voice calls into text to provide guidance and real-time feedback to call agents, enhancing response accuracy.
24/7 Generative AI Support: Delivers instantaneous automated answers to customer queries around the clock.
"Chat with Files" System: Allows users to extract precise information directly from PDF guidelines and documents via direct conversation with AI, fully integrated with a Virtual Assistant.
Tableau Smart Dashboards: Interactive measurement panels providing real-time tracking of request statuses, performance monitoring, and instant decision-making.
"Talbeya" System: A dedicated platform engineered to receive and fulfill customer service requests with peak efficiency.