DEWA’s virtual employee Rammas handled over 1.6 million inquiries in 2025

Dubai Electricity and Water Authority (DEWA) has announced that its virtual employee Rammas, powered by artificial intelligence (AI) and ChatGPT, handled over 1.6 million inquiries in Arabic and English in 2025. Using the most advanced AI model, Rammas delivers accurate, real-time responses by drawing information directly from DEWA’s website. Since its 2017 launch up to the end of 2025, Rammas has responded to more than 12.7 million inquiries across DEWA’s communication channels.

“At DEWA, we continuously harness the most advanced future technologies to unlock new opportunities that enhance quality of life and deliver seamless, secure and innovative services for all stakeholders. In line with the UAE Strategy for Artificial Intelligence 2031, we are accelerating the adoption of AI across our operations to enhance productivity, boost efficiency and redefine the standards of service delivery. By integrating intelligent systems across our platforms, we elevate the customer experience, enhance government processes and fast-track digital transformation, helping to reinforce our global competitiveness as one of the world’s leading utility service providers,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

Rammas is accessible through DEWA’s website, smart app and service robots, as well as via Facebook, Amazon Alexa, Google Assistant and WhatsApp Business at (04) 601 9999. With advanced conversational capabilities, it understands user needs and inquiries with greater accuracy, delivering prompt, reliable responses across voice and text in both Arabic and English. Rammas also recommends relevant services based on customer interactions, ensuring a secure and efficient experience. In addition to continuous learning, it offers key procedural services such as EasyPay and multi-account bill payments through credit cards, the Noqodi platform and other channels designed to further enhance customer convenience.

DEWA first launched Rammas, powered by AI in 2017. In April 2023, DEWA enhanced Rammas with ChatGPT technology, becoming the world’s first utility and the UAE’s first government organisation to integrate generative AI into customer service operations and response systems.