How can I help you? DEWA's chatbot receives 270k enquiries

Dubai Electricity and Water Authority says 24-hour service has answered wide range of queries since launch
By Staff writer
Tue 18 Jul 2017 02:13 PM

Dubai Electricity and Water Authority (DEWA) onn Tuesday announced that its 24-hour chatbot, which uses artificial intelligence (AI) to respond to customers, has received more than 270,000 enquiries since its launch earlier this year.

According to state news agency WAM, Rammas, as the system is known, received more than 204,000 enquiries through DEWA’s website, over 67,000 on its smart app, 3,000 through Facebook, and more than 528 through Amazon's Alexa system.

The system is able to deal with a wide-range of enquiries including billing information once provided with an account number, WAM reported.

It added that DEWA is the first government organisation to use AI to answer customer enquiries in an innovative and interactive way, in both English and Arabic.

Saeed Mohammed Al Tayer, managing director and CEO of DEWA, said that since its launch, Rammas has succeeded in making significant progress in AI technology at DEWA.

"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," he said.

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