DEWA’s ‘Rammas’ enhances customer experience


Dubai: The generative artificial intelligence (AI) virtual employee “Rammas” from Dubai Electricity and Water Authority (DEWA) improves customer satisfaction by interacting with users more effectively, understanding their needs better, and responding quickly in both Arabic and English while guaranteeing a practical and safe experience.

DEWA is a governing agency in the United Arab Emirates and the world’s first utility to employ generative AI for customer support and query answering.

In 2023, Rammas answered 1,835,179 inquiries, an increase of 39 percent compared to 2022, when he answered 1,319,708 inquiries. Since its launch in 2017, Rammas has responded to more than 8.5 million inquiries through DEWA’s various communication channels.

DEWA's 'Rammas' enhances customer experience
Mr. Saeed Mohammed Al Tayer | Image: WAM

Saeed Mohammed Al Tayer, MD and CEO of DEWA, said that, “We are keen to provide DEWA’s services according to the highest standards of availability, reliability, efficiency, and quality by utilizing the disruptive technologies of the Fourth Industrial Revolution. We attach great importance to investing in AI technologies to advance services and enhance DEWA’s position locally and globally regarding customer experience and service accessibility.”

Rammas can learn new things, facilitate transactions, and provide information by asking direct questions or interacting with the service list.

DEWA Dubai Electricity and Water Authority
Image: DEWA

Additionally, it offers eleven procedural services, including DEWA Store offers and EasyPay. It provides details on 200 services and features for all parties involved, such as partners, suppliers, developers, and customers.

DEWA’s Rammas is a 24/7 virtual assistant that was launched in 2017 to communicate with customers using AI. This chatbot reflects DEWA’s leadership in using AI and disruptive technologies in its operations and services.

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