Proving the Business Case for the Internet of Things

Dewa AI success to trigger wider rollout

Steve Rogerson
April 7, 2020



Dubai Electricity & Water Authority (Dewa) has announced that Rammas, its virtual employee that uses artificial intelligence (AI), responded to more than 1.2 million queries in 2019. This supports Dewa’s strategy to employ AI in all its operations and services.
 
Rammas is available round the clock to answer written queries and audio chat in both Arabic and English. It is available on Dewa’s smart app, web site, Facebook page, Amazon’s Alexa, Google Home, robots and Dewa’s WhatsApp verified account.
 
“We are committed to enriching our customers’ experience through smart services that save their time and efforts using the latest disruptive technologies and AI tools,” said HE Saeed Mohammed Al Tayer, CEO of Dewa. “This supports the Dubai 10X initiative, which mandates the government of Dubai to be a global leader that is ten years ahead of all other cities through government innovation and the reformation of traditional work mechanisms. It also supports the Smart Dubai initiative to make Dubai the smartest and happiest city in the world.”
 
Al Tayer said that all Dewa’s services were available on its smart app and web site. He urged its customers to complete their transactions through the various smart channels that Dewa provided.
 
Marwan bin Haidar, executive vice president at Dewa, said that Rammas had responded to more than 3.1 million queries since its inception in 2017. He said Rammas could help customers complete several transactions, such as paying bills, follow-up on requests to get electricity and water services, and job queries, among others.
 
Rammas learns and understands customers’ needs, while analysing these enquiries based on available data to answer questions accurately and streamline transactions with ease. The advanced version of Rammas offers more features, including a happiness index, a customer experience survey, a glossary of terms and an interactive menu.