DEWA’s AI employee Rammas successfully answers 3.6 million queries.

Dubai Electricity and Water Authority is using artificial intelligence to provide round the clock services which are easy and convenient.

By Rahul Vaimal, Associate Editor
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The headquarters of Dubai Electricity and Water Authority (DEWA)

“Rammas”, the virtual employee of Dubai Electricity and Water Authority (DEWA) has answered nearly 3.6 million inquiries from January 2017 to mid-June 2020. Its virtual employee, introduced as part of DEWA’s intent to turn paperless, uses artificial intelligence to function.

“Rammas” makes it possible for the DEWA to provide round the clock services through a number of channels and also on other smart platforms and makes it available, efficient and reliable. It answers your queries in both Arabic and English across a number of platforms like Amazon Alexa, Google Home, website, robot, DEWA app and Whatsapp.

DEWA has successfully converted 82% of its operations paperless and has seen an increased smart adoption rate of up to 96% by the end of May this year.

Saeed Mohammed Al Tayer

“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 centers,”

Since all of its services can be completed through the website or app, DEWA is making the process easy, safe and convenient.

“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 the Executive Vice President of Innovation and the Future at DEWA, Marwan bin Haidar.