Dubai Electricity and Water Authority (DEWA) has enhanced the efficiency and productivity of its virtual employee Rammas by investing in the latest generative artificial intelligence (AI) technology, with the number of enquiries answered by the chatbot increasing by 10% over the past year compared to 2023.
Rammas responded to two million enquiries in 2024, raising the number of enquiries it has answered since launch – through DEWA’s various channels of communication – to more than 10.6 million.
Rammas has a superior ability to interact with users, better understand their needs and enquiries, and respond promptly and accurately in both Arabic and English, while ensuring a safe and practical experience.
In addition to its ability to learn, Rammas provides 11 procedural services, including EasyPay and DEWA Store offers. It also offers information on 200 services and features for all stakeholders, including customers, developers, suppliers and partners.
“In line with the UAE Strategy for Artificial Intelligence 2031, DEWA is committed to keeping Dubai at the forefront, making it the smartest and fastest city in applying state-of-the-art AI technologies, due to its role in preparing for the future and keeping pace with rapid changes. DEWA employs generative AI across all our areas of work to enhance efficiency, productivity and quality, solidifying our leading position locally and globally, providing added value to all stakeholders, and improving their happiness and quality of life.
AI systems adopted in DEWA’s various operations are safe, transparent and reliable. DEWA was the first government entity in the UAE to successfully obtain the ISO/IEC TR 24028:2020 certification for trustworthiness in AI,” said Saeed Mohammed Al Tayer, MD & CEO of DEWA.
DEWA introduced its AI-based Rammas in 2017 and further enriched it by adopting ChatGPT technology in April 2023.
DEWA became the world’s first utility and first government organisation in the UAE to use generative AI to interact with customers and answer their enquiries. Rammas is available through DEWA’s website, its smart app, Facebook, Amazon’s Alexa, Google Assistant, DEWA’s robots and WhatsApp Business on telephone number ( 04 ) 601 9999.
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