BE Magazine - August 2026

the BANKING EXECUTIVE 60 ISSUE 212 AUGUST 2026 FinTech and AI Chornicle The Ministry of Finance has an- nounced the Call Centre's perform- ance results for the first half of 2026, highlighting the successful integra- tion of Generative AI solutions that enabled the Ministry to exceed all approved operational targets while enhancing service efficiency. Key achievements included a 97.11 percent First Contact Resolution (FCR) rate, reducing the Average Speed of Answer to just 8 seconds, and increasing Customer Happiness to 95.43 percent. Younis Haji AlKhoori, Undersecre- tary of the Ministry of Finance, said that these results reflect the ministry's forward-looking vision to strengthen its digital leadership and help shape the future of innovative government financial services, in line with the UAE's strategic direction towards adopting smart solutions. He noted that these achievements demonstrate the tangible value of the ministry's strategic investment in generative AI, highlighting its trans- MINISTRY OF FINANCE INTEGRATES GENERATIVE AI INTO CALL CENTRE