DEWA

DEWA enhances customers’ experiences using AI

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Dubai Electricity & Water Authority
  • العربية
4 July 2025

DEWA enhances customers’ experiences using AI

DEWA enhances customers’ experiences using AI
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Dubai Electricity and Water Authority (DEWA) uses artificial intelligence (AI) to enhance operational efficiency and elevate service quality, thereby improving customer and stakeholder happiness. This aligns with DEWA’s vision to be a globally leading sustainable innovative corporation committed to achieving net zero by 2050, and its ongoing efforts to adopt the latest technologies.

In this context, DEWA has launched several innovative initiatives to enhance customer experience. These include the Customer Happiness AI platform, which uses AI to analyse customer feedback and comments from various communication channels, including online chats, social media and phone calls. The system aims to develop accurate and immediate insights into customer aspirations, supporting the design of personalised services that meet their needs, exceed expectations and enhance their happiness.

DEWA has also developed the Billing Services AI Specialist, an advanced system powered by AI and machine learning. It analyses internal and external notifications received from the advanced billing systems and transforms them into predictive and interactive analytics that contribute to the creation of accurate, interconnected real-time reports. This system enables real-time tracking of key performance indicators and guides strategic improvement efforts based on smart, data-driven insights. It increases the efficiency of billing management, empowers employees to make proactive and accurate decisions and contributes to improving service quality.

These efforts fall under DEWA’s strategy to use disruptive Fourth Industrial Revolution technologies such as AI, the Internet of Things and Big Data analytics to enhance resource sustainability, improve quality of life and accelerate the transition to a model of smart and proactive government services based on innovation and the anticipation of customer needs.