AI Chatbots Are Transforming Public Sector Service Delivery

Discover how a leading UAE government entity reimagined citizen engagement by deploying an AI-powered chatbot to handle high volumes of service queries. Faced with rising contact abandonment and pressure on live agents, the organization embraced automation to deliver faster, more consistent support across digital and voice channels. In just two months, the chatbot successfully handled 12% of total chats, significantly reducing wait times and improving customer satisfaction by 5%. This case study explores how intelligent automation can drive measurable impact in public services—enhancing accessibility, efficiency, and trust.