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
reported, DEWA launched the online chatbot in the first quarter 2017, to
communicate with customers in both Arabic and English and respond to their
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
“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
(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.