Dubai Electricity and Water Authority (DEWA) has reduced the time needed to process customer refunds from four days to eight minutes after deploying an artificial intelligence-powered system.
According to the announcement, the system automates the refund process, reducing manual intervention and allowing customers to receive refunds almost instantly. The initiative is designed to improve operational efficiency and speed up service delivery.
DEWA’s implementation highlights how AI is being applied to routine public-sector processes in Dubai. For utilities managing high volumes of customer requests, automating administrative workflows can help reduce delays and simplify interactions.
The move also supports Dubai’s wider push to use AI and digital government services to improve public-sector operations and customer experience. DEWA said the result demonstrates the practical impact of applying AI to government service delivery.
Source: MeaTechWatch
