Dubai: State-owned utility service provider, Dubai Electricity and Water Authority (DEWA) has introduced numerous innovative improvements to its Customer Care Centre.
The new additions ensure that the Customer Care Centre offers consistent, integrated, and seamless experience for customers to complete their transactions anytime and anywhere.
The Centre consists of an integrated and advanced information base that enables employees to respond to customer enquiries faster and more accurately.
AI BACKED DYNAMIC LIST
The new improvements introduced at the Centre includes a dynamic list supported by Artificial Intelligence (AI) so that employees can identify the caller’s account and communication records between the two sides.
This new feature enables the Centre’s employees to serve customers faster and more efficiently. The constantly updated digital database also identifies priority customer categories, including People of Determination and senior citizens and other categories, thus giving them priority in answering calls to ensure the highest levels of professionalism and quality in providing services. In 2021, the quality of calls received by the Centre was 96.21 percent.
We are committed to achieving the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister and Ruler of Dubai, to accelerate digital transformation and make Dubai the smartest and happiest city in the world. By using AI, robotics, and the latest disruptive technologies of the Fourth Industrial Revolution, we provide our services according to the highest standards of reliability, availability, accountability, and sustainability. We provide an unconventional model of digital services through smart devices and channels.
Mr. Saeed Mohammed Al Tayer, MD and CEO of DEWA, observed about the services rendered by the Authority.
The DEWA MD & CEO further added that, “DEWA provides all its services through various digital channels, including its website and smart app. It also provides a number of its services through its virtual employee, Rammas, which uses AI, Alexa smart systems from Amazon, and DEWA’s smart app on Apple smartwatches, as well as the self-service at customer happiness centres.”