Dubai Electricity and Water Authority (DEWA) has made significant strides in enhancing customer experience through the use of cutting-edge technologies, including generative artificial intelligence (AI) and ChatGPT.
DEWA's virtual assistant, Rammas, which uses AI, has been operational since 2017 and was upgraded with generative AI capabilities supported by ChatGPT in April 2023. This upgrade has significantly boosted its ability to interact with customers, understand their needs, and provide prompt and accurate responses.
Rammas has successfully handled over 9.6 million enquiries as of the end of the first half of 2024, achieving a 95% customer satisfaction rate. The AI-powered assistant not only provides information but also offers service links for customers to complete procedures, enhancing the overall user experience. Customers can also evaluate the responses, which helps improve the system's self-learning mechanism.
HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, emphasized that the adoption of AI aligns with the UAE Strategy for Artificial Intelligence 2031 and aims to position Dubai as a global leader in AI applications. DEWA is the first utility worldwide and the first UAE government entity to use generative AI to engage with customers, reinforcing Dubai's competitiveness in the AI domain.
The deployment of Rammas on DEWA’s smart app and website is part of the organization's ongoing efforts to provide high-quality, proactive services that exceed customer expectations, thereby enhancing stakeholder happiness. This initiative is a testament to DEWA’s commitment to leveraging advanced technologies for the benefit of its users and to maintaining its leadership in digital transformation and customer service excellence.
News Source: Dubai Media Office
