DUBAI – Dubai Electricity and Water Authority (DEWA) has leveraged the latest disruptive technologies, including generative artificial intelligence (AI) and ChatGPT, to enhance its value-added services and increase stakeholder satisfaction.
Since the introduction of Rammas, DEWA’s AI-powered virtual employee, in 2017, and its upgrade with generative AI and ChatGPT in April 2023, Rammas has handled over 9.6 million enquiries by the end of the first half of 2024. Customer satisfaction with Rammas reached an impressive 95% during this period.
“DEWA is the first utility worldwide and the first UAE government entity to use generative AI to engage with customers and respond to their enquiries,” said Saeed Mohammed Al Tayer, MD and CEO of DEWA.
Rammas, enhanced by ChatGPT, offers superior interaction capabilities, allowing it to better understand and address user needs. It can learn, understand, and analyse customer enquiries based on available data, providing prompt and accurate responses.
