MoHRE's AI-Powered Tawasul System Achieves 60 Million Interactions in 2025

Mar 11, 2026

80 min

Mar 11, 2026 10:32

MoHRE's AI-powered Tawasul system handles 60 million customer interactions in 2025

## AI Integration Enhances MoHRE Services

The Ministry of Human Resources and Emiratisation (MoHRE) in the UAE has reported over 60 million customer interactions in 2025 through its AI-driven Tawasul system. This achievement highlights the ministry's commitment to improving communication and expanding its digital services.

The integration of artificial intelligence into MoHRE's call center has significantly boosted service efficiency. In the past year, the center handled over 3.5 million calls, both through customer service agents and self-service options. This integration has saved more than 6,200 working hours and reduced call review time by 50%, enhancing overall performance by 14%.

## Automated Systems and Digital Engagement

Innovations such as text-to-speech features have improved the speed of automated responses, processing around 340,000 calls automatically. The ministry has also sent over 33 million awareness notifications via various digital channels, including emails, SMS, and WhatsApp, to keep customers informed about new regulations and service updates.

## Customer Feedback and Transparency

MoHRE's customer voice system received approximately 400,000 requests for feedback and support, reflecting a growing culture of direct communication. The ministry organized 48 customer councils and several awareness sessions, engaging over 5,000 participants to discuss challenges and solutions.

Transparency has been enhanced with nearly five million account statements sent to businesses, allowing them to stay informed about their data and transactions. The ministry also processed 4,000 account statement requests via WhatsApp.

## High Satisfaction Levels

Customer satisfaction with MoHRE's call center services has exceeded 91%, with service quality across communication channels surpassing 85%. The service level agreement performance averaged 92.5%, showcasing the system's efficiency in meeting customer needs....

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