DEWA's AI assistant handles 2 million enquiries

DEWA is integrating AI across its enterprise to become an AI-native utility

Aug 05, 2025

DEWA’s implementation of Pepper robot (Image credit: DEWA)

#UAE #virtualassistants - Dubai Electricity and Water Authority's AI-powered virtual employee Rammas handled two million customer inquiries in Arabic and English during 2024, showing a 10% increase on 2023 performance. The digital assistant has processed over 11.4 million inquiries since its 2017 launch across DEWA's communication channels, with ChatGPT-supported features being introduced in 2023. The utility provider is integrating AI across all departments, with Generate AI playing an increasing role in its operations, supporting its ambition to become the world’s first AI-native utility.

SO WHAT? - DEWA was one of the first utilities in the world to begin piloting ChatGPT applications, with a trial beginning in April 2023 to support its existing Rammas virtual assistant to enhance customer experience. The authority is setting a global precedent by embedding AI into every aspect of its operations, moving beyond automation to true AI-native functionality. It began integrating Microsoft Copilot for all employees, across all its departments earlier this year. In March, DEWA announced its roadmap to transform into the world’s first ‘AI-native public utility’.

Here are some key points about DEWA and its virtual assistant:

Dubai government utility Dubai Electricity and Water Authority (DEWA) has reported that its AI-powered virtual employee Rammas handled two million customer inquiries in Arabic and English during 2024, showing a 10% year-on-year increase.
DEWA's virtual employee has handled over 11.4 million total inquiries since its launch in 2017. The authority began adding ChatGPT-powered features to Rammas in 2023.
The AI assistant operates in both Arabic and English across multiple platforms including DEWA's website, mobile app, Facebook, Amazon Alexa, Google Assistant, service robots, and WhatsApp Business.
Rammas offers 11 procedural services including EasyPay functionality and exclusive DEWA Store offers, whilst providing detailed information about 200 services and features for customers, developers, suppliers and partners.
DEWA became the world's first utility company and first UAE government organisation to integrate generative AI technology into customer service operations using ChatGPT capabilities.
The utility authority announced earlier in this year its intention to become the world's first AI-native utility, with participation from leading technology firms including DataRobot, IBM, Microsoft and ServiceNow.
The AI integration aligns with the Dubai Universal Blueprint for Artificial Intelligence supports the UAE National Strategy for AI 2031, aiming to position the country as a global leader in artificial intelligence adoption.
DEWA serves Dubai's population through a workforce of over 11,000 employees, managing electricity and water production, transmission and distribution across the emirate since its establishment in 1992.

ZOOM OUT - The Rammas virtual customer service assistant is just one facet of DEWA’s extensive enterprise-wide AI adoption. The authority’s broader ambition to become the world's first AI-native utility, is backed by a comprehensive roadmap to embrace AI at all levels, leveraging partnerships with global tech firms like DataRobot, IBM, Microsoft and ServiceNow. Rather than languishing in endless experiments and pilot projects, DEWA is purposefully moving forward with AI integration across all core operations beyond customer service, positioning the authority as a global benchmark for next-generation smart utilities.

[Written and edited with the assistance of AI]

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