Dubai Electricity & Water Authority (DEWA) | DEWA’s Rammas service uses artificial intelligence to respond to customer enquiries

Dubai Electricity and Water Authority (DEWA) launched the Rammas service in Q1 of 2017, becoming the first government organisation to launch an online chatbot in both Arabic and English, to communicate with customers and respond to their enquiries. This supports the directives of the wise leadership, to reduce the number of visitors to DEWA offices by 80%, and further encourage the use of smart channels to support the Smart Dubai initiative. It also supports DEWA’s efforts to enhance artificial intelligence, in adherence with its vision to become a sustainable innovative world-class utility.

Rammas acts as a virtual employee, making use of artificial intelligence technology, available around the clock via DEWA’s smart application. The application is available on both iOS and Android platforms, in addition to DEWA’s website, Facebook page, and on the Alexa smart device from Amazon. Rammas responds to customers instantly, while continuing to learn and understand their needs based on their enquiries. Rammas then analyses these enquiries based on available data and information, and takes action to accurately answer and streamline transactions with ease.

Since its launch, Rammas has achieved a remarkable response rate, and can respond to an unlimited number of enquiries in record time. Rammas is also able to share billing information once provided with an account number. So far, the service has received over 87,000 enquiries in under a month and a half, via DEWA’s different communication platforms. Rammas received about 67,500 requests via DEWA’s website, 18,500 via DEWA’s Smart Application, and 1,500 via DEWA’s Facebook page. Rammas provides customers with a seamless experience via its smart channels, which combines ease of use and efficiency, to enrich the user’s experience in record time.

This meets customer needs and ensures their happiness. Through Rammas, DEWA aims to keep pace with global developments in the field of artificial intelligence.

“DEWA supports the vision and strategic initiatives launched by HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, including the Dubai 10x initiative, which was launched during the World Government Summit, and is being implemented by Dubai Future Foundation, to achieve Dubai’s vision to become the city of the future, and the happiest and smartest city in the world. This supports efforts to build a smart government capable of providing smart, interconnected systems, at any time, from anywhere, in adherence with the UAE Vision 2021, to transform the UAE into one of the best countries in the world by 2021, and the Dubai Plan 2021, to establish the Emirate as the preferred place to live, work, and visit. These efforts support DEWA’s vision to become a sustainable innovative world-class utility. The success achieved by Rammas in increasing the usage of DEWA’s smart channels, reflects DEWA’s commitment towards promoting innovation and creativity in service provision,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

“DEWA is commitment to promoting creativity and innovation as key pillars to envision the future and keep pace with international developments in smart transformation. We have incorporated strategic innovation as one of five main pillars of the DEWA Strategy 2021, and have raised its importance to encompass 40% of our strategic plan to further promote the culture of excellence, innovation and creativity as key drivers of continuous service improvement and development. DEWA adopts strategic objectives to envision the future and enhance innovation across all areas of operation. We adhere to an integrated strategy for innovation, aimed at encouraging innovative ideas in customer service, in adherence with the UAE National Strategy for Innovation, launched by HH Sheikh Mohammed bin Rashid Al Maktoum, to transform the UAE into one of the most innovative countries. This also supports the Dubai Innovation Strategy, launched by HH Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, and Chairman of the Dubai Executive Council, to transform Dubai into the most innovative city in the world,” added Al Tayer.

"DEWA will continue to innovate, to achieve the happiness of customers. HH Sheikh Mohammed bin Rashid Al Maktoum highlighted that the purpose of our initiatives is to bring happiness to the people, and ease their lives, saving time and efforts," concluded Al Tayer.