Dubai Electricity and Water Authority (DEWA) has reported an increase in the use of its artificial intelligence-powered virtual employee, Rammas, which handled two million customer inquiries in 2024. This figure represents a 10 percent rise compared to the previous year. Since its introduction in 2017 and up to the end of 2024, Rammas has processed more than 11.4 million inquiries across DEWA’s communication platforms.
HE Saeed Mohammed Al Tayer, Managing Director and CEO of DEWA, said: “In line with the UAE Strategy for Artificial Intelligence 2031, we employ the latest artificial intelligence technologies to support the digital transformation, develop government work in Dubai and increase productivity and efficiency. This streamlines procedures for customers and enhances their quality of life. We have an advanced and secure digital infrastructure, and a highly efficient technical environment, supported by advanced grids, data centres and smart systems. This contributes to consolidating Dubai’s position as a world-leading digital city.”
Rammas provides services in both Arabic and English through multiple channels such as DEWA’s website, smart application, Facebook Messenger, Amazon Alexa, Google Assistant, service robots, and WhatsApp Business at (04) 601 9999. The system offers information on about 200 services and features for various stakeholders including customers, developers, suppliers, and partners. Additionally, it supports procedural services like EasyPay and exclusive offers from the DEWA Store.
DEWA is noted as being the first utility globally—and also the first government entity within the UAE—to integrate generative AI into its customer service operations.
