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الاتحاد
Al-Ma’ashat launches AI-driven contact center
The Pension and Social Insurance Authority has inaugurated a new smart call center based on artificial intelligence systems, aimed at improving and enhancing customer service efficiency. The center includes 12 initiatives to boost performance, such as developing a knowledge base, implementing an automated response system, training staff, and integrating an intelligent employee assistant. As a result, customer satisfaction increased to 90.78%, and conversation times decreased to 14 seconds. This development is part of the Authority’s strategy to deliver proactive government services driven by technology.
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