The Ministry of Finance integrated generative AI technologies into its call centre operations earlier this year, enabling it to exceed its targets for the first six months of 2026 across multiple performance indicators, a WAM report stated. The AI system supports faster handling of customer inquiries on financial matters while providing accurate information drawn from official databases. Call centre staff utilise the tool for real-time assistance, which has reduced average handling times and increased overall throughput. This deployment reflects ongoing efforts to modernise service delivery within federal government functions.
According to the ministry, metrics such as call resolution rates and user satisfaction indices all surpassed their first-half benchmarks following the AI rollout. The technology automates responses to common questions about budgeting, procurement and fiscal policies while escalating complex cases to human agents. Officials have monitored system performance closely to ensure compliance with data protection standards during interactions.
A Public First assessment from 2025 projected that generative AI could add AED 298 billion to the UAE economy in the years ahead. The ministry’s call centre project aligns with broader national initiatives to expand artificial intelligence across public services. The Artificial Intelligence Readiness Index for Federal Entities reported a record 97 percent utilisation rate of AI tools throughout government departments.
The Ministry of Finance previously secured the Innovating for Impact Award in the AI applications for the financial sector category at the AI for Good Summit 2025, a WAM report from July 11, 2025 noted. This recognition preceded the call centre enhancements that further demonstrate practical AI deployment in daily operations. Data analytics generated by the system have helped identify patterns in public queries to refine future services.
Training initiatives for ministry personnel now incorporate modules on collaborating with generative AI platforms to maximise their benefits. Feedback loops allow continuous improvement of the AI models based on actual call data while maintaining accuracy. The ministry continues to evaluate expansion opportunities for similar technologies in other operational areas.
The call centre has recorded higher daily volumes without compromising service quality since the integration, the ministry’s figures show. Customer surveys conducted during the first half indicated stronger approval ratings for both speed and helpfulness of support. These outcomes position the ministry as an active contributor to national digital transformation objectives in the financial domain.
