Dubai Electricity and Water Authority (DEWA) is employing artificial intelligence (AI) to boost operational efficiency and improve service quality. This initiative aims to enhance customer satisfaction and aligns with DEWA’s goal of becoming a globally leading sustainable corporation committed to achieving net zero by 2050.
In its pursuit of innovation, DEWA has introduced several initiatives focused on improving customer experience. One such initiative is the Customer Happiness AI platform. This platform utilizes AI to analyze customer feedback from various communication channels like online chats, social media, and phone calls. The insights gained are used to design personalized services that meet customer needs and exceed expectations.
Additionally, DEWA has developed the Billing Services AI Specialist. This advanced system leverages AI and machine learning to analyze notifications from billing systems, transforming them into predictive analytics for creating accurate real-time reports. This tool enables real-time tracking of performance indicators, guides strategic improvements based on data-driven insights, increases billing management efficiency, empowers proactive decision-making by employees, and enhances service quality.
These initiatives are part of DEWA’s strategy to utilize technologies associated with the Fourth Industrial Revolution—such as AI, the Internet of Things (IoT), and Big Data analytics—to promote resource sustainability, improve life quality, and advance smart government services through innovation.
