Dubai Electricity and Water Authority (DEWA) has significantly advanced its customer service by integrating cutting-edge technologies, including generative artificial intelligence (AI) and ChatGPT. These innovations have enhanced DEWA’s ability to deliver a superior, value-added experience, boosting stakeholder satisfaction.
Since the introduction of Rammas, DEWA’s AI-powered virtual employee, in 2017, and its upgrade to incorporate generative AI and ChatGPT in April 2023, Rammas has handled over 9.6 million enquiries by the end of the first half of 2024. Customer satisfaction with Rammas reached an impressive 95% in H1 2024.
“DEWA is the first utility worldwide and the first UAE government entity to use generative AI to engage with customers and respond to their enquiries,” said Saeed Mohammed Al Tayer, MD and CEO of DEWA.
Rammas, supported by ChatGPT, excels in interacting with users and understanding their needs. It learns from and analyzes customer enquiries using available data, providing prompt and accurate responses.
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