18 July 2017
Dubai Electricity and Water Authority (DEWA) has announced that Rammas has received more than 270,000 enquiries over a short period of time, since its launch in early 2017. It has received more than 204,000 enquiries through DEWA’s website, more than 67,000 enquiries on its smart app, more than 3,000 enquiries through Facebook and more than 528 enquiries through Amazon's Alexa system.
DEWA is the first government organisation to use Artificial Intelligence (AI) to answer customer enquiries in an innovative and interactive way, in both English and Arabic, through a 24 hour chatbot. This is in line with incorporating innovation in its vision and increasing the importance of the innovation pillar in its strategic plan to encompass 40%.
Rammas can respond to an unlimited number of enquiries in record time. Rammas is also able to share billing information once provided with an account number. It provides high-quality services in a limited time and with minimal effort, to achieve the ultimate goal of customer happiness.
“Our vision stems from the directives of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister and Ruler of Dubai and we seek to achieve the goals set by His Highness to reduce the number of visitors to Dubai Government offices by 80% by 2018, and further encourage 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,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.
“DEWA launched the Rammas service at the beginning of 2017, becoming the first government organisation to launch an online chatbot in both Arabic and English. Rammas has succeeded in making significant progress in AI technology at DEWA. This contributes to the enhancement of its operations and increasing its efficiency, as well as promoting the culture of creativity and innovation as the two pillars of the future industry. This contributes to placing Dubai at the forefront of making a better and more prosperous future for the next generations, by providing high-quality, innovative services,” added Al Tayer.
“Rammas originates from our integrated strategy, to implement the best solutions and technologies of the future. Rammas supports our efforts to increase communication channels with customers to encourage them to use smart services, while providing high-quality services to meet their needs and achieve their happiness, especially since the service is available 24/7,” highlighted Al Tayer.
Rammas 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 their enquiries. Rammas analyses these based on available data and information, and takes action to accurately answer most queries. In addition, Rammas is available on DEWA’s website, DEWA’s smart app (iOS and Android), DEWA’s Facebook, and Amazon’s Alexa service.