Dubai is rapidly on its way to becoming the world’s most innovative city, led by the visionary His Highness Sheikh Mohammed bin Rashid Al Maktoum. This digital transformation aims to make Dubai the world’s best place to live, work, and visit, focusing on enhancing people’s quality of life. The Dubai Electricity and Water Authority (DEWA) plays a pivotal role in this journey, receiving recognition for its digital initiatives.
DEWA has revolutionized its customer services through advanced technologies, offering a seamless experience through various digital channels, including its website, smart app, and virtual employee, Rammas. It has also pioneered the use of ChatGPT and ventured into the Metaverse.
DEWA’s CEO, Saeed Mohammed Al Tayer, emphasizes their commitment to aligning with Dubai’s digital vision and becoming a top global utility. They also aim to achieve carbon neutrality by 2050, supporting sustainable development.
Digital DEWA, launched in 2020, focuses on Solar Energy, Energy Storage, AI, and Digital Services. Moro Hub, a subsidiary, plays a crucial role in data hosting, advanced digital infrastructure, and AI technologies.
DEWA’s Customer Service Centre has been transformed into an interactive digital hub, ensuring personalized services and support for various customer needs. Their commitment to sustainability includes initiatives like ‘Smart Living’ and campaigns promoting responsible consumption.
DEWA has also modernized its physical Customer Happiness Centres, incorporating AI and robotics to enhance customer experiences. They have received recognition for their exceptional customer care and multilingual support.
DEWA’s journey with AI began in 2017, and they continue to enhance services with Generative AI. They were the first to implement ChatGPT technology to improve customer interactions, providing round-the-clock support across multiple platforms.
In summary, DEWA is at the forefront of Dubai’s digital transformation, revolutionizing customer services and promoting sustainability while embracing cutting-edge technologies like ChatGPT.