DEWA leverages on AI to accelerate digital transformation

Head office of Dubai Electricity and Water Authority (DEWA).

Dubai Electricity and Water Authority (DEWA) has used its digital infrastructure, including artificial intelligence (AI), which is part of the digital transformation map at DEWA, to turn its Customer Care Centre into an interactive digital centre, enriching customer experience for transactions on multiple channels.

The interactive digital centre provides a range of services and solutions through interactive voice system (IVR) enhanced by AI and available around the clock. This includes procedural services and information services for its customers to submit electricity and water requests, EV green charger services, and the Smart Living dashboard to get information on all DEWA’s services. The updated digital database identifies different customer segments such as People of Determination, senior citizens, nursing and others, thus prioritising calls to provide the highest standards of quality in service.

Using AI, the centre is able to identify the caller’s account at DEWA and its status to modify its options accordingly. The system then directs the customer to the most convenient choice, to meet customer needs in a “fast, smart and advanced manner”. It analyses incoming calls, repeated keywords, and customer satisfaction terms, in addition to learning about the most common enquiries. The system also takes note of feedback so that DEWA can outline development plans and make informed decisions to increase customer satisfaction.

HE Saeed Mohammed Al Tayer, managing director and CEO of DEWA, said: “DEWA adopts key objectives as part of its strategy, which are directly related to making customer segments happy as well as providing a seamless experience to exceed customer expectations.

“DEWA provides smart communication channels to deliver the highest level of service, save time and effort and address all stakeholder enquires and requests. DEWA strives to outline a plan based on their feedback to meet their aspirations. This is by building a smart government that provide its services through smart, integrated, and connected systems anytime and anywhere.”