DEWA launches second gen of AI-based virtual employee

Rammas is on DEWA’s website, smart app, Facebook page; as well as Amazon’s Alexa service, Google Assistant and in robots

Dubai Electricity and Water Authority (DEWA) has launched the second phase of Rammas, its artificial intelligence-based virtual employee that answers customers’ queries.

The second phase is said to have several enhancements designed to enhance service quality, expand its scope and add more information to its database. DEWA also said it has been integrated with its SAP system to facilitate transactions including bill payments, enquiries, tracking of electricity and water activation services, new connections requests by contractors and consultants, applications status, and job enquiries.

Rammas is said to be able to learn and understand the needs of customers based on their enquiries. According to a statement, its analysis is based on available data and it can accurately answer most queries to assist customers in concluding their transactions.

DEWA points out that Rammas has already replied to about 1,634,000 enquiries since its launch through different channels.

“We launched Rammas in Q1 2017 to become the first government utility to launch instant chatbot services to communicate with customers using AI. This was part of our efforts to support the Dubai 10X Initiative launched by HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to propel Dubai into the future, putting it 10 years ahead of other global cities; and to achieve the UAE Vision 2021 to make the UAE one of the best countries in the world, and the Dubai Plan 2021 to position Dubai as the preferred place to live, work, and visit,” said Saeed Mohammed Al Tayer, CEO, Dewa.

The improvements in the second phase of Rammas are part of the utility company’s efforts to further develop the service to include additional stakeholders; including customers, contractors, consultants, suppliers, government agencies, job seekers, scholarship students, and interns.

Rammas also offers new features along with its new corporate identity, including a happiness index, a customer experience survey, a glossary of terms, and an advanced interactive list.

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