The Dubai Electricity and Water Authority (DEWA) has announced a significant milestone in its digital transformation journey, with its AI-powered virtual assistant, Rammas, successfully handling over two million customer enquiries since its launch in early 2017. This achievement underscores the growing effectiveness of AI in enhancing public sector services and customer experience within the UAE.
By the Numbers
- 2 Million+: Total customer queries processed since Q1 2017.
- 96%: The reported efficiency rate in successfully resolving customer interactions.
- 6+ Platforms: Rammas is accessible via DEWA’s website, smart app, Facebook, Amazon Alexa, Google Assistant, and WhatsApp.
- 2 Languages: The AI assistant serves customers in both Arabic and English.
A Milestone in Public Sector AI Adoption
Rammas, one of the first AI-powered chatbots launched by a UAE government entity, has become a cornerstone of DEWA’s customer service strategy. The platform is designed to streamline interactions, answer questions, and process requests, significantly reducing the volume of calls directed to human agents at the Customer Care Centre. HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, highlighted that the tool’s success is a direct result of the authority’s commitment to leveraging advanced technologies to enrich customer experiences and support Dubai’s transition into a globally leading smart city.
The Technology Behind Rammas
Named after an Emirati term for a device used to signal ships, Rammas functions as a 24/7 virtual employee. The AI-driven system continuously learns and adapts based on user enquiries, improving its ability to understand needs and provide accurate, relevant responses over time. Its multi-platform availability ensures that customers can interact with DEWA through their preferred channels, making services more accessible and convenient than ever before. This omnichannel approach is a key factor in its high adoption and efficiency rates.
Strategic Alignment with National Vision
DEWA’s investment in AI is closely aligned with ambitious national strategies, including the UAE Centennial 2071, the UAE Artificial Intelligence Strategy 2031, and the Dubai 10X initiative. By being an early and effective adopter of AI, DEWA is not only improving its own operational efficiency but also setting a benchmark for other government and private sector organizations in the region. This initiative demonstrates a practical application of AI that delivers tangible benefits to the public, moving beyond proof-of-concept to large-scale, impactful deployment.
About DEWA
The Dubai Electricity and Water Authority (DEWA) is the exclusive provider of electricity and water services in Dubai. As a leading sustainable innovative global corporation, DEWA is committed to supporting the Emirate’s economic growth, prosperity, and sustainable development through reliable and efficient utility services and forward-thinking digital initiatives.
Looking Ahead
The success of Rammas serves as a powerful case study for the MENA region on how public utilities can successfully integrate AI to transform customer engagement. As DEWA continues to refine its AI capabilities, the focus will likely shift towards more complex and personalised services, further reducing friction for customers and optimising internal workflows. This milestone solidifies DEWA’s position as a digital leader and signals a broader trend of AI-driven service delivery becoming the standard across the region’s public sector.
Source: Middle East AI News
