UAE Customers Face Service Delays, Losing 83 Million Hours Annually

Apr 14, 2026

70 min

Apr 14, 2026 10:31

UAE customers lose 83 million hours yearly as service delays persist

## Service Delays Impact UAE Consumers

Customers in the UAE are experiencing significant service delays, losing over 83 million hours each year due to inefficient systems. On average, individuals spend 10.8 hours annually dealing with service issues, which translates to more than 10 million lost working days nationwide.

## AI Investments Fall Short

Despite substantial investments in AI, many companies are struggling to improve service efficiency. Research indicates that while AI has enhanced speed and 24/7 support for 62% of consumers, it has not resolved deeper issues like lack of empathy and ineffective chatbots.

## Customer Preferences and Challenges

A majority of consumers prefer phone support over automated systems, highlighting a gap between available technology and customer expectations. Additionally, service agents face challenges with fragmented systems, spending only 44% of their time on customer issues due to administrative burdens.

## Organizational Disconnect

There is a disconnect between customer priorities and executive focus. While empathy is a major concern for 55% of customers, only 24% of executives prioritize it. Similarly, frequent transfers between departments frustrate consumers, yet only 36% of executives see it as a significant issue.

## Need for Integrated Solutions

The lack of integrated systems is a major barrier to improving customer service. Many organizations have not unified their data or developed comprehensive AI strategies, limiting the potential benefits of technology investments. This results in continued inefficiencies and customer dissatisfaction.

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