Ministry of Human Resources and Emiratisation (MoHRE) processed more than 60 million customer interactions in 2025 through its AI-powered Tawasul communication system, highlighting the UAE government’s growing focus on digital transformation and smart services.
The platform connects employers, workers, and businesses with labour services through 15 smart digital channels. These include call centres, email, chat platforms, and messaging services.
The initiative aligns with the UAE’s broader strategy to promote artificial intelligence, digital governance, and the Zero Government Bureaucracy Programme.
AI Integration Boosts Call Centre Efficiency
Artificial intelligence has significantly improved the performance of MoHRE’s call centre operations.
During 2025, the centre processed more than 3.5 million calls, including both customer service agent support and automated self-service responses.
AI tools helped reduce call review time by 50 percent and saved more than 6,200 working hours. At the same time, quality assurance sampling increased to 84 percent, compared with just two percent previously.
As a result, overall call centre performance improved by 14 percent, enabling faster responses and higher customer satisfaction.
Automated Technologies Improve Response Speed
MoHRE also introduced text-to-speech technology to enhance its interactive voice response system.
The system accelerated automated replies and reduced the time required to record service messages. Around 340,000 calls were processed automatically through the upgraded platform.
Officials say these technologies help strengthen transparency, privacy, and regulatory compliance while supporting the UAE’s smart government vision.
Digital Alerts Reach Millions of Customers
MoHRE also expanded communication through digital alerts and notifications.
In 2025, the ministry sent more than 33 million awareness notifications regarding labour regulations, policy updates, and service changes.
These alerts included:
- 20 million emails
- 9 million SMS messages
- 4 million WhatsApp notifications
- 600,000 voice messages
Additionally, interactions across email, chat platforms, social media, and WhatsApp reached nearly 1.2 million conversations during the year.
Customer Feedback Strengthens Engagement
The ministry’s customer voice system received about 400,000 requests, including feedback, technical support queries, and service suggestions.
To strengthen engagement, MoHRE organised 48 customer councils and several awareness sessions. These events involved more than 5,000 participants discussing labour market challenges and solutions.
Meanwhile, labour service platforms assisted approximately 156,000 customers during the year.
Higher Transparency for Businesses
MoHRE also improved transparency for companies operating in the UAE.
The ministry issued nearly five million account statements to businesses through digital channels such as email, SMS, and visual reports.
In addition, businesses submitted around 4,000 account statement requests through WhatsApp, highlighting the growing shift toward digital communication.
Premium Support for Diamond-Tier Companies
Companies classified under MoHRE’s Diamond Tier category received enhanced services through the Tawasul platform.
The ministry recorded 77,400 communications with these businesses, along with 71,000 proactive engagements with company owners.
Diamond-tier firms benefit from priority call responses, faster document processing, and dedicated technical support.
Customer Satisfaction Exceeds 90 Percent
MoHRE conducted extensive surveys to measure customer experience across its digital channels.
More than 7.7 million engagements were recorded through opinion polls and feedback systems.
Results showed:
- 91 percent satisfaction with call centre services
- 85 percent satisfaction across communication channels
- 92.5 percent average service-level performance
According to Hussein Al Alili, Director of the Customer Voice Department at MoHRE, the Tawasul system reflects the ministry’s commitment to delivering efficient, transparent, and customer-focused government services.
He noted that the platform has become a central pillar of MoHRE’s service ecosystem, supporting faster responses and stronger engagement with businesses and workers across the UAE.
