"Ramas", the virtual "Dubai Electricity" employee, responds to more than 6.8 million inquiries
DEWA's virtual employee "Ramas", based on artificial intelligence, answered more than 6.8 million inquiries since its launch in the first quarter of 2017 until the end of December 2022.
Saeed Mohammed Al Tayer, Managing Director and CEO of the authority, said that the authority launched "Ramas" as part of its strategy to employ artificial intelligence technologies in all its operations and services, explaining that the authority's virtual employee contributes to encouraging customers to use smart channels, reducing the number of visits to the authority's customer happiness centers and supporting smart adoption. In it, which reached 99% during the year 2022.
He added that the Authority's efforts are within the framework of entering the future race by employing the technologies of the Fourth Industrial Revolution, such as artificial intelligence, robotic aircraft, energy storage and the Internet of Things, in addition to developing the technical infrastructure and providing the latest advanced solutions in line with the UAE National Strategy for Artificial Intelligence 2031, the "Dubai 10X" initiative, and the "Dubai 10X" initiative. Smart" which aims to make Dubai the smartest and happiest city in the world.
He noted that the authority allows its customers to complete their transactions at any time and from anywhere, with ease and security, through its website, its smart application, and many digital channels, which saves their time and effort, enhances their happiness and contributes to protecting the environment, preserving natural resources, and reducing carbon emissions.
"Ramas" works to serve customers and respond to their inquiries in writing or through voice chat in both Arabic and English languages 24 hours a day, 7 days a week.
"Ramas" simulates the customer service employee to assist all categories of the authority's customers and is characterized by its ability to learn and accommodate the needs of customers based on their inquiries and provide services for completing transactions and providing information through two methods of interaction, either by choosing from the list of services or direct questions.
Rammas provides information on 200 services and features for all stakeholders, such as supply management, bill payment channels, general advice on sustainability, etc. It offers 11 procedural services such as "easy payment" and "Dewa Store" offers.
Rammas also allows customers to track the status of the request to turn on/transfer and stop electricity, in addition to inquiring about jobs and general information about the authority.
Rammas is available through the authority’s website, its smart application, its account on the social networking site Facebook, Alexa smart systems from Amazon, the Google Assistant platform and robots, in addition to the “WhatsApp Business” platform at /046019999/.
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