DEWA’s Rammas service uses artificial intelligence to respond to customer enquiries

DUBAI, — Dubai Electricity and Water Authority (DEWA) has launched the Rammas service in Q1 of 2017, becoming the first government organisation to launch an online chatbot in both Arabic and English, to communicate with customers and respond to their enquiries.

This supports the directives of the wise leadership, to reduce the number of visitors to DEWA offices by 80 per cent, and further encourage the use of smart channels to support the Smart Dubai initiative. It also supports DEWA’s efforts to enhance artificial intelligence, in adherence with its vision to become a sustainable innovative world-class utility.

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, Facebook page, and on the Alexa smart device from Amazon. Rammas responds to customers instantly, while continuing to learn and understand their needs based on their enquiries. Rammas then analyses these enquiries based on available data and information, and takes action to accurately answer and streamline transactions with ease.

Since its launch, Rammas has achieved a remarkable response rate, and can respond to an unlimited number of enquiries in record time. Rammas is also able to share billing information once provided with an account number.

So far, the service has received over 87,000 enquiries in under a month and a half, via DEWA’s different communication platforms. Rammas received about 67,500 requests via DEWA’s website, 18,500 via DEWA’s Smart Application, and 1,500 via DEWA’s Facebook page. Rammas provides customers with a seamless experience via its smart channels, which combines ease of use and efficiency, to enrich the user’s experience in record time.

This meets customer needs and ensures their happiness. Through Rammas, DEWA aims to keep pace with global developments in the field of artificial intelligence.

Saeed Mohammed Al Tayer, MD & CEO of DEWA said, “DEWA supports the vision and strategic initiatives launched by Vice President, Prime Minister and Ruler of Dubai, His Highness Sheikh Mohammed bin Rashid Al Maktoum, 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, and the happiest and smartest city in the world.”

Source: Emirates News Agency

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