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Dubai utility employs robotics and AI in new customer centre

The Dubai Electricity and Water Authority (DEWA) has opened its first integrated smart customer centre in Dubai’s Ibn Battuta Mall

DEWA has inaugurated a new customer service centre at Ibn Battuta Mall [image: DEWA].
DEWA has inaugurated a new customer service centre at Ibn Battuta Mall [image: DEWA].

The Dubai Electricity and Water Authority (DEWA) has opened its first integrated smart customer centre in Dubai’s Ibn Battuta Mall.

DEWA’s Future Centre for Customer Happiness was inaugurated on 17 September, 2017 by HH Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council of Dubai.

According to the utility provider, the centre depends on artificial intelligence (AI) and robotics technology to provide smart services to all stakeholders.

HE Saeed Mohammed Al Tayer, managing director and chief executive officer of DEWA, said: “The centre represents a practical translation of the UAE's objectives to build the government of the future, and embodies the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to enhance service delivery and enable customers to access comprehensive, integrated, and smart services that save time and effort.

“DEWA is keen to implement the objectives of the Dubai 10X initiative, launched by His Highness, to propel Dubai towards the future making it 10 years ahead of other cities of the world, through government innovation.

“The centre contributes to achieving customer happiness, and is in line with the directives of HH Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum […] to ensure that the government environment is completely paper free by 2021,” he added.

Talking about the technologies being utilised at the centre, he continued: “The services have smart self-service booths to help customers complete their transactions with ease. These include Rammas, the virtual employee that uses AI to answer queries; the Tayseer smart bill payment platform; live chat; and the Future Services section.

“DEWA has made great strides in its smart transformation with its strategy to keep up with the latest technologies and developments and best international practices. DEWA has succeeded in transforming all its services into smart services, less than a year after the launch of the Dubai Smart Government initiative.”

DEWA revealed in a statement that it is currently working on closing two centres at Discovery Gardens and Jebel Ali Free Zone, which are located near the Future Centre for Customer Happiness, at Ibn Battuta Mall, and converting them to smart service centres.

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