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23 February 2024

DEWA’s Rammas AI service scores highest response rate on DEWA’s smart app, website and Facebook

Pic: Dubai Government Media Office

By Staff

Dubai Electricity and Water Authority (DEWA) launched its Rammas artificial intelligence service on 18 January 2017. Rammas engages with customers through real-time conversations, to answer their inquiries and assist them. Rammas has achieved remarkable results, and has already received over 60,000 requests and enquiries since its launch one month ago. DEWA is the first organisation launch such a service, in efforts to transform Dubai into the smartest and happiest city in the world. This also supports DEWA’s vision to become a sustainable innovative world-class utility.

“DEWA supports the vision and strategic initiatives launched by HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, including the Dubai 10x initiative, which was launched during the World Government Summit, and is being implemented by Dubai Future Foundation, to achieve Dubai’s vision to become the city of the future. This will be achieved by adopting new mechanisms of work, to develop the future, and contribute to Dubai’s sustainable competitiveness. This also supports the Smart Dubai initiative, which aims to transform Dubai into the smartest and happiest city in the world. We are pleased with the outstanding results achieved by Rammas, which is available around the clock, and has achieved the quickest response rate to live conversation, achieving a time of less than five seconds.

Rammas has the ability to reply to large and small messages, and provides billing information when provided with an account number. We are pleased with the level of community awareness about DEWA’s new smart communication channel, aimed at delivering high quality services, with less time and effort, to achieve customer happiness.

This supports efforts to build a smart government capable of providing smart, interconnected systems, at any time, from anywhere, in adherence with the UAE Vision 2021, to transform the UAE into one of the best countries in the world by 2021, and the Dubai Plan 2021, to establish the Emirate as the preferred place to live, work, and visit,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

“Rammas reflects DEWA’s commitment to promoting creativity and innovation as key pillars to envision the future and keep pace with international developments in smart transformation. We have incorporated strategic innovation as one of five main pillars of the DEWA Strategy 2021, and have raised its importance to encompass 40% of our strategic plan to further promote the culture of excellence, innovation and creativity as key drivers of continuous service improvement and development,” added Al Tayer.

“DEWA adopts strategic objectives to envision the future and enhance innovation across all areas of operation. We adhere to an integrated strategy for innovation, aimed at encouraging innovative ideas in customer service, in adherence with the UAE National Strategy for Innovation, launched by HH Sheikh Mohammed bin Rashid Al Maktoum, to transform the UAE into one of the most innovative countries. This also supports the Dubai Innovation Strategy, launched by HH Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, and Chairman of the Dubai Executive Council, to transform Dubai into the most innovative city in the world,” continued Al Tayer.

“The success achieved by Rammas, reflects DEWA’s ongoing efforts to improve the quality of its smart services, to continue achieving excellence across all fields. Rammas has contributed to the increased use of smart channels, and supports government establishments, by reducing the number of visitors by 80% and encouraging the public to use smart services such as Rammas, which is available 24/7. DEWA provides customers with a seamless experience via its smart channels, which combines ease of use and efficiency, to enrich the user’s experience. DEWA will continue to innovate, to achieve the happiness of customers.

HH Sheikh Mohammed bin Rashid Al Maktoum highlighted that the purpose of our initiatives is to bring happiness to the people, and ease their lives, saving time and efforts,” concluded Al Tayer.

Rammas acts as a virtual employee, making use of artificial intelligence technology, available around the clock via DEWA’s smart application. The application is available on both iOS and Android platforms, in addition to DEWA’s website and Facebook page. Rammas responds to customers via instant messages, and is characterised by its ability to learn and understand the needs of customers, according to their enquiries. Rammas analyses these based on available data and information, and takes action to accurately answer and streamline transactions. Rammas has responded to 47,000 requests and enquiries through DEWA’s website, 12,000 via DEWA’s smart application, and 1,000 via DEWA’s Facebook account.