Dubai Electricity and Water Authority (DEWA) has harnessed the power of cutting-edge disruptive
technologies, including generative artificial intelligence (AI) and ChatGPT, to revolutionize its service
offerings. This strategic move has significantly enhanced DEWA’s ability to provide a value-added
experience that goes beyond meeting customer expectations, ensuring heightened stakeholder
happiness.
DEWA’s commitment to delivering high-quality, proactive services is evident in its innovative approach
to understanding and meeting customer needs. Since the introduction of Rammas, DEWA’s AI-powered
virtual employee, in 2017, the platform has continuously evolved. The integration of generative AI,
supported by ChatGPT in April 2023, has empowered Rammas to handle over 9.6 million inquiries by the
end of the first half of 2024. Customer satisfaction with Rammas has soared to an impressive 95% during
this period.
“We follow the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and
Prime Minister of the UAE and Ruler of Dubai, to establish Dubai as the best, fastest, and most future-
ready city. Aligning with the UAE Strategy for Artificial Intelligence 2031, we are dedicated to
accelerating the adoption of AI and generative AI applications,” stated HE Saeed Mohammed Al Tayer,
MD & CEO of DEWA.
This commitment strengthens Dubai’s global leadership and competitiveness in various AI domains,
ensuring these technologies are used productively and positively for humanity’s benefit, thereby
enhancing the quality of life and stakeholder happiness. DEWA stands as the first utility worldwide and
the first UAE government entity to employ generative AI for customer engagement and inquiry
responses.
Rammas, with the support of ChatGPT, exhibits exceptional capabilities in interacting with users and
understanding their needs and inquiries. Its advanced learning and analytical abilities enable it to
provide prompt and accurate responses based on available data and information.
Beyond delivering information, Rammas facilitates a seamless service experience by offering links for
customers to complete procedures. Additionally, it includes a feature for customers to evaluate
responses, thereby continuously refining its self-learning mechanism to deliver even better information
in the future.
Accessible via DEWA’s smart app and website, Rammas represents DEWA’s ongoing efforts to leverage
AI to enhance the stakeholder experience. Since its launch in 2017, DEWA has been committed to
supporting and improving Rammas, ensuring it remains at the forefront of customer service innovation.
