1,634,000 enquiries answered by Rammas since its launch
Dubai Electricity and Water Authority (DEWA) has launched the second phase of Rammas, its virtual employee that answers customers’ queries using artificial intelligence (AI). This shows DEWA’s leadership in using AI and disruptive technologies in its operations and services. Rammas is available 24/7 in Arabic and English on DEWA’s website, DEWA’s smart app (iOS and Android), DEWA’s Facebook page, Amazon’s Alexa service, Google Assistant, and in robots.
Rammas is characterised by its ability to learn and understand the needs of customers, according to their enquiries. Its analysis is based on available data and it accurately answers most queries to assist customers in concluding their transactions easily. Rammas has replied to about 1,634,000 enquiries since its launch through different channels.
The second phase has several advanced enhancements and new features to enhance service quality, expand Rammas’ scope to include additional stakeholders, and add more information to its database. It has now been integrated with DEWA’s SAP system to facilitate transactions. These include bill payments, enquiries, tracking of electricity and water activation services, new connections requests by contractors and consultants, applications status, and job enquiries.
“We are guided by the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to upgrade government services to the highest levels. We continuously seek to implement ambitious national strategies and plans to achieve the objectives of the UAE Centennial 2071, a long-term government plan to prepare the UAE and young Emiratis for the future. We also seek to implement the UAE Artificial Intelligence Strategy to create a productive, creative, and innovative environment, through the investment and application of AI techniques and tools. We also seek to reshape the future of digital utilities around the world by supporting innovation as a key pillar for continuous development and improvement. This is to enhance DEWA’s competitiveness, stay on track with the Fourth Industrial Revolution, and make use of disruptive technologies such as AI, drones, 3D printing, blockchain technology, and internet of things (IoT) among others,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.
“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 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,” concluded Al Tayer.
The advanced improvements in the second phase of Rammas are part of DEWA’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.