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

  • By ; Nelly All

    Dubai Electricity and Water Authority (DEWA) announced that Rammas, its virtual employee that uses Artificial Intelligence (AI) responded to over 1.2 million queries in 2019. This supports DEWA’s strategy to employ AI in all its operations and services.

    Rammas is available round the clock 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’ WhatsApp verified account on 046019999.

    “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. 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 government 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,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

    Al Tayer 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.

    Marwan bin Haidar, Executive Vice President of Innovation and the Future at DEWA, said that Rammas has responded to over 3.1 million queries since its inception in 2017. He noted that Rammas 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 with ease. The advanced version of Rammas offers new features, including a happiness index, a customer experience survey, a glossary of terms, as well as an advanced interactive menu.

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