The UAE Ministry of Human Resources and Emiratisation (MoHRE) has announced a massive milestone in digital governance, recording over 60 million communication engagements through its “Tawasul” system in 2025. This achievement underscores the UAE’s aggressive push toward “Zero Government Bureaucracy” and its leadership in integrating Artificial Intelligence into public services.
Central to this success was the integration of AI into the Ministry’s Call Centre, which processed 3.5 million calls. The transition to AI-driven operations saved over 6,200 working hours and slashed call review times by 50%. Furthermore, quality assurance sampling—the process of monitoring service standards—skyrocketed from a mere 2% to 84%, ensuring a significantly more reliable experience for users.
Hussein Al Alili, Director of the Customer Voice Department, noted that the Tawasul system now utilizes 15 different smart channels, including WhatsApp, video calls, and social media. Beyond reactive support, the Ministry took a proactive approach by sending out 33 million awareness notifications via SMS and email to keep employers and employees informed of labor law updates and compliance requirements.
High-tier “Diamond” establishments received specialized proactive engagement, while the general public showed strong approval, with call center satisfaction ratings exceeding 91%. By leveraging text-to-speech technology and automated IVR systems, MoHRE has set a new global benchmark for how labor markets can use technology to remain resilient, transparent, and business-friendly.
