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.
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.”