UAE Ministry of Finance Hits 97% First-Contact Resolution After Deploying Generative AI in Call Centre

A government call centre just posted results that most enterprise customer service teams would envy — and the driver was a full generative AI stack deployed across every layer of the operation.

The UAE Ministry of Finance reported H1 2026 call centre performance metrics that exceeded all approved operational targets after integrating generative AI solutions throughout its customer service infrastructure.

Key Takeaways

• 97.11% First Contact Resolution (FCR) — against a 90% target.
• Average Speed of Answer: 8 seconds — versus a 20-second target.
• Customer Happiness: 95.43% — surpassing the 90% benchmark.
• Call Abandonment Rate: 1.88% — well below the 5% target.
• Average Handling Time improved to 4 minutes 35 seconds (from a 5-minute target).

The performance gains come from a layered AI deployment: an AI-powered Sentiment Analysis system monitors voice tone and language in real time; Speech-to-Text converts calls to transcripts and generates employee guidance; and Generative AI handles real-time responses to customer enquiries around the clock. The centre also offers "Chat with Documents," letting customers retrieve information from PDF guides through natural-language conversation.

Younis Haji AlKhoori, Undersecretary of the Ministry of Finance, said the results reflect the ministry's strategy to "strengthen its digital leadership" and demonstrate "the tangible value of strategic investment in generative AI."

Read the full article on Zawya