DEWA’s virtual employee responds to more than 1.2 million queries in 2019

The AI employee helps customers pay bills, follow-up on requests to get electricity services, and respond to job queries

DEWA’s virtual employee responds to over 1.2 million queries in 2019
DEWA’s virtual employee responds to over 1.2 million queries in 2019

Dubai’s Electricity and Water Authority (DEWA) has revealed that its virtual employee – Rammas – which runs on Artificial Intelligence (AI), has responded to more than 1.2 million queries in 2019, in line with DEWA’s vision to employ AI in all its operations and services.

Rammas is available 24/7 to answer written queries and audio chat in both Arabic and English. It is available on DEWA’s smart app, website, Facebook page, Amazon’s Alexa, Google Home, robots, and DEWA’s WhatsApp verified account – 046019999.

The AI employee can 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 accurately answer and streamline transactions.

The advanced version of Rammas offers additional features, including a happiness index, a customer experience survey, a glossary of terms, as well as an advanced interactive menu.

Commenting on the achievements, the managing director and chief executive officer of DEWA, HE Saeed Mohammed Al Tayer, said: “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.”

He added: “This supports the Dubai 10X initiative, which mandates the Government of Dubai to be a global leader that is 10 years ahead of all other cities through 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 also emphasised that all DEWA’s services are available on its smart app and website. He urged customers to complete their transactions through the various smart channels that DEWA provides.

The executive vice president of Innovation and the Future at DEWA, Marwan bin Haidar, said that Rammas has responded to more than 3.1 million queries since its inception in 2017.

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