AI Contact Centre for Government Services
AI-powered virtual contact centre with multilingual voice and chat automation for high-volume citizen inquiries, reducing human workload by 60-70% and enabling 24/7 support.
year
2026
industry
Government
Services
Zoe Call Center
Xpin AI Voice Technology
CHALLENGES
A federal government entity was handling a very high volume of citizen inquiries across voice and chat, in Arabic and English. Peak-hour queues, repetitive questions and after-hours gaps were consuming agent capacity and slowing response times, while every interaction had to remain policy-accurate and inside government infrastructure.
OUR APPROACH
We deployed an AI-powered virtual contact centre built on Zoe Call Center and our proprietary Xpin AI Voice Technology engine. Multilingual voice and chat agents, fluent in Emirati and Gulf-dialect Arabic as well as English, resolve routine inquiries end to end, authenticate and route complex cases to human officers, and switch language mid-conversation when the caller does. The platform runs on sovereign infrastructure, so citizen data never leaves the entity’s environment, and every response is grounded in approved policy and service knowledge.
THE RESULTS
The virtual contact centre now absorbs the majority of inbound demand. Human workload is reduced by 60-70%, citizens receive intelligent support 24/7, and officers spend their time on the cases that need judgement rather than repetition.
60-70%
reduction in human workload
24/7
intelligent citizen support
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