Dubai: Dubai Electricity and Water Authority (DEWA) has announced the launch of Rammas, its virtual employee that uses Artificial Intelligence (AI), on its Instagram channel through the “Message” feature.
The new feature makes DEWA the first government organisation in the UAE to use chatbot technology on Instagram. The move is part of DEWA’s ongoing efforts to provide a seamless experience for its customers using the latest technologies.
Mr. Saeed Mohammed Al Tayer, MD and CEO of DEWA, shared that “providing Rammas’ services through Instagram underlines DEWA’s efforts to utilise its digital infrastructure and AI to enhance the happiness of customers and all stakeholders by providing value-added services that enrich their experience. It comes after announcing the use of ChatGPT to enrich DEWA’s services.”
“The move supports our efforts to use AI across all our services and operations to reduce the number of visits to DEWA’s customer happiness centers. This supports the UAE National Strategy for Artificial Intelligence 2031, the Dubai 10X initiative, and the Smart Dubai initiative, which aims to make Dubai the smartest and happiest city in the world,” the CEO added.
Rammas can understand the needs of customers based on their inquiries and help them complete their transactions. This is done through two methods of interaction, including choosing from the list of services and asking direct questions.
In addition, Rammas provides 11 transactional services in addition to information on 200 services and features for all stakeholders, including customers, developers, and partners, among others. Since its inception in Q1 of 2017 until the end of 2022, Rammas has answered over 6.8 million inquiries.
Rammas services are available round the clock in Arabic and English through DEWA’s website, its smart app, its Facebook account, Amazon’s Alexa, Google Assistant, robots, and WhatsApp Business.