DUBAI: Dubai Electricity and Water Authority’s, DEWA’s, the virtual employee “Rammas”, which uses Artificial Intelligence. Rammas has responded to over three million customer queries on 284 topics. This saved more than AED 36 million.
DEWA’s smart adoption rate increased to 96 percent by the end of May 2020. These results support DEWA’s intent to become paperless and have already become so in 82 percent of its operations. Rammas also supports DEWA’s efforts to provide its services round the clock through several channels and smart platforms according to the highest standards of availability, reliability, and efficiency.
DEWA is one of the government organizations to provide services through smart channels. Smart adoption of DEWA’s services reached 93.3% in 2019.
The service reduces the number of steps to fix interruptions from 10 steps to 1. Residents can resolve some issues on their own which gives reduced field visits of DEWA’s technical teams to 56%. This also saved 43% of the time needed to fix interruptions which increase service quality up to 93%, raising trust levels to 94%, and overall happiness with the initiative up to 96%. In case of internal interruptions, DEWA provided access to 6 private maintenance companies through DEWA Store on its smart app.
“Thanks to the visionary leadership of the UAE, DEWA has become one of the world’s largest innovative utilities. It aims to redefine the concept of utilities by becoming the world’s first digital utility, using autonomous systems for renewable-energy and storage, and increasing the use of digital services. DEWA has entered the race for the future by employing the Fourth Industrial Revolution’s technologies such as AI, unmanned aerial vehicles, energy storage, blockchain, and the Internet of Things, as well as developing the technical infrastructure and state-of-the-art customer centres,” said Saeed Mohammed Al Tayer, MD, and CEO of DEWA.
He added that DEWA provides all its services through its website and smart app, “this enables them to complete their transactions anytime and anywhere, easily and safely and without visiting any of DEWA’s centers.”
“The advanced version of Rammas offers new features, including a happiness index, a glossary of terms, as well as an advanced interactive menu. The service enabled several transactions, including bill inquiry and payment, tracking application status, new connection requests by contractors and consultants, and job inquiries. This raises DEWA’s quality of service, expands its scope, and adds more information to its database,” said Marwan bin Haidar, Executive Vice President of Innovation and the Future at DEWA.
Rammas answers customers’ inquiries in English and Arabic around the clock, through DEWA’s smart app, website, Face book page, Amazon’s Alexa, Google Home, robots, and WhatsApp Business on 04 601 9999.
DEWA’s virtual employee uses AI to assist customers which inquiries in both Arabic and English handled through 7 channels for customer service. 10 robots have been placed at the Future and Customer Happiness Centers. They provide a wide range of services:
- Paying bills
- Moving to a new place and providing information on Customer Happiness Centers among other FAQs.