AI helps Dewa respond to customer enquiries
dubai — ‘Rammas’, Dubai Electricity and Water Authority’s (Dewa) virtual employee, has carried out more than 270,000 interactions in less than six months. The chatbot uses artificial intelligence (AI) to respond to customer enquiries.
Launched in the first quarter of 2017, Rammas became the first online chatbot to be launched in both Arabic and English, by a government organisation.
Since then it has garnered more than 204,000 enquiries through Dewa’s website, over 67,000 enquiries on its smart app, 3,000-plus enquiries through Facebook and over 528 through Amazon’s Alexa system. The AI-powered service can respond to an unlimited number of enquiries in record time.
The 24/7 chatbot was launched in line with incorporating innovation in Dewa’s vision and increasing the importance of the innovation pillar in its strategic plan to encompass 40 per cent.
Rammas is also able to share billing information once provided with an account number and provides high-quality services in a limited time, with minimal effort, to achieve the ultimate goal of customer happiness.
The Rammas vision stems from the directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, to reduce the number of visitors to Dubai government offices by 80 per cent, by 2018.
Rammas achieves the Smart Dubai initiative of making Dubai the smartest and happiest city in the world.” Saeed Mohammed Al Tayer, MD & CEO of Dewa
“(This service) further encourages the use of smart channels, as well as achieve the Smart Dubai initiative of making Dubai the smartest and happiest city in the world, by providing a qualitative leap in customer services and ensuring that services are managed through smart and connected systems,” Saeed Mohammed Al Tayer, MD & CEO of Dewa, said.
Rammas has succeeded in making “significant progress in AI technology at Dewa”, he added.
The chatbot acts as a virtual employee at Dewa, making use of AI to answer customer enquiries. Rammas is characterised by its ability to learn and understand the needs of customers, according to enquiries.
It analyses these based on available data and information, and takes action to accurately answer most queries.
reporters@khaleejtimes.com