Dubai Electricity & Water Authority 1st government organisation in Dubai to launch Rammas
It was announced that Dubai Electricity and Water Authority (DEWA) is the first government organisation in Dubai to launch Rammas on Google's Artificial Intelligence (AI) platform to answer customer queries.
Rammas is DEWA’s virtual employee. It can respond to an unlimited number of enquiries in record time. Rammas is characterised by its ability to learn and understand the needs of customers, according to their enquiries. It analyses customers’ enquiries based on available data and information and accurately answers most queries.
“We have adopted innovation as part of our vision. This stems from our belief that innovation is a priority for the development of our services and initiatives, and a foundation for the development of strategies and action plans,” said Managing Director and CEO of DEWA HE Saeed Mohammed Al Tayer.
As previously reported, DEWA launched the online chatbot in the first quarter 2017, to communicate with customers in both Arabic and English and respond to their enquiries.
The move is expected to reduce the number of visitors to DEWA offices by 80% and encourage the use of smart channels. It also supports DEWA’s efforts to enhance artificial intelligence (A), furthering its vision to become a sustainable innovative world-class utility.
By the end of January 2018, DEWA’s Rammas received over 698,000 enquiries less than a year after its launch. These queries were received via DEWA’s communication channels.
Rammas is available on DEWA’s website, DEWA’s smart application (iOS and Android), DEWA’s Facebook, in addition to Amazon’s Alexa service, and robots.
Through its adoption of AI technology, DEWA aims to provide high-quality services.
“This will be achieved by adopting new mechanisms of work, to develop the future, and contribute to Dubai’s sustainable competitiveness,” said Al Tayer.
DEWA’s Rammas project is in line with several pro-innovation initiatives of Dubai and UAE, including:
(1) The UAE Centennial 2071, which is a long-term government plan to prepare the UAE and young Emiratis for the future.
(2) The UAE Artificial Intelligence Strategy, to create productive, creative, and innovative environments, through the investment and application of AI techniques and tools.
(3) The Dubai 10x initiative, launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum, to achieve Dubai’s vision to become the city of the future.
(4) The Smart Dubai initiative, launched by His Highness, to make Dubai the smartest and happiest city in the world.