Virtual employee Rammas responds to over 6.8million enquiries in a 6-year period

Dubai: Dubai Electricity and Water Authority’s (DEWA) virtual employee ‘Rammas’, which uses Artificial Intelligence (AI), answered more than 6.8 million enquiries since its launch in the first quarter of 2017 until the end of December 2022.

Saeed Mohammed Al Tayer, MD and CEO of DEWA, said that DEWA launched Rammas as part of its strategy to employ AI in all its operations and services. Rammas encourages the use of smart channels, reduces the number of visits to DEWA’s Customer Happiness Centres and supports smart adoption at DEWA, which reached 99 per cent in 2022.

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“DEWA focuses on the future by using technologies of the Fourth Industrial Revolution such as Artificial Intelligence (AI), Unmanned Aerial Vehicles (UAVs), Energy Storage, and the Internet of Things (IoT), as well as developing the technological infrastructure and providing the latest solutions. This supports the UAE National Strategy for Artificial Intelligence 2031, the Dubai 10X initiative, and the Smart Dubai initiative to make Dubai the smartest and happiest city in the world,” Al Tayer said.

About Rammas

DEWA is the first government organisation to launch Rammas virtual assistant to serve customers and answer their enquiries in both Arabic and English around the clock.

Rammas is designed to simulate a live agent to assist different types of DEWA customers while continuing to learn and understand their needs based on their enquiries, offer transactional and informational services, and provides two ways of interaction either by menu selection or direct questions.

Rammas is available to respond to customers instantly on DEWA’s smart app (iOS and Android platforms), DEWA’s website, Amazon’s Alexa and Google Assistant. Rammas is also available on DEWA’s social media channels like Facebook and WhatsApp.

DEWA Rammas virtual employee