Dubai Electricity and Water Authority (DEWA) has been at the forefront of revolutionizing customer experience through the utilization of cutting-edge technologies, particularly generative artificial intelligence (AI) and ChatGPT. DEWA’s virtual assistant, Rammas, which operates on AI technology, has been in use since 2017 and recently underwent an upgrade in April 2023 with the incorporation of generative AI capabilities supported by ChatGPT. This upgrade has significantly improved Rammas’s ability to engage with customers, understand their inquiries, and provide swift and accurate responses, thereby enhancing overall customer satisfaction.
Since its inception, Rammas has effectively handled over 9.6 million customer inquiries by the midway point of 2024, achieving an impressive 95% customer satisfaction rate. Beyond simply providing information, this AI-powered assistant also offers direct service links to customers, streamlining procedures and elevating the user experience. Additionally, customers have the opportunity to provide feedback on the responses received, contributing to the system’s self-learning process for continuous improvement.
Speaking on this technological advancement, HE Saeed Mohammed Al Tayer, the Managing Director and CEO of DEWA, highlighted the organization’s alignment with the UAE Strategy for Artificial Intelligence 2031. DEWA’s strategic adoption of AI aims to position Dubai as a global leader in AI applications, with the utility being the first worldwide and the first UAE government entity to utilize generative AI for customer engagement. This move further solidifies Dubai’s position as a competitive force in the AI landscape.
The integration of Rammas onto DEWA’s smart app and website is a testament to the organization’s ongoing commitment to delivering proactive, high-quality services that surpass customer expectations and ultimately enhance stakeholder happiness. This initiative underscores DEWA’s dedication to harnessing advanced technologies for the benefit of its users, demonstrating its leadership in digital transformation and customer service excellence.
The use of generative AI and ChatGPT by DEWA represents a significant step towards elevating the customer experience and streamlining interactions between the utility provider and its consumers. By leveraging these state-of-the-art technologies, DEWA is able to meet the evolving needs of its customer base while driving efficiency and enhancing overall satisfaction levels. This forward-thinking approach not only demonstrates DEWA’s dedication to innovation and technological advancement but also solidifies Dubai’s reputation as a pioneer in AI integration within the utilities sector.
In conclusion, DEWA’s strategic adoption of generative AI and ChatGPT technology through its virtual assistant, Rammas, exemplifies the organization’s commitment to enhancing customer service and driving innovation in the utility sector. As DEWA continues to lead the way in leveraging cutting-edge technologies for the benefit of its users, it underscores Dubai’s position as a global leader in AI applications and digital transformation. With a focus on excellence and stakeholder happiness, DEWA sets a new standard for customer experience in the digital age.
Sources:
– Dubai Electricity and Water Authority
– Dubai Media Office