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البيان
Al-Tawteen completes 27M digital interactions via Tawasul
The Ministry of Human Resources and Emiratisation in the United Arab Emirates focused on improving service quality and developing the "Tawasol" system during the first half of 2026. It handled over 27 million interactions through its digital and smart channels, achieving a satisfaction rate of 90.4%. The call center processed more than 1.2 million direct calls, in addition to automated services and self-requests, which saw increased usage. Artificial intelligence technologies and data analytics were utilized to enhance speed and accuracy in service delivery, as well as to develop direct communication with customers through the organization of a Customer Council and the expansion of proactive services. These efforts aim to establish the UAE as a leading hub for providing outstanding government services.
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