DEWA to integrate Microsoft Copilot across all operations and services
New strategic GenAI framework to enhance operations and customer experience
#UAE #GenAI - Dubai Electricity and Water Authority (DEWA) has launched a strategic framework to integrate Generative AI across all operations and services using Microsoft’s Copilot. The authority plans to boost efficiency, improve customer satisfaction, and solidify DEWA’s role as a leader in technological innovation. Already a GenAI trailblazer, DEWA has used AI since 2017, and became one of the first utilities globally to adopt GenAI, beginning to integrate Microsoft’s Copilot and ChatGPT to enhance its digital services since early 2024.
SO WHAT? - DEWA was one of the first public organisations to recognise the potential of Generative AI and its potential to empower smarter utilities. Early last year, it announced that it had provided its employees with the smart assistants Microsoft 365 Copilot and Microsoft Security Copilot, making it the first government entity in the UAE to adopt Copilot. The authority also began a Generative Artificial Intelligence for Mobile Workforce project in 2024, integrating image analysis and AI-powered voice-to-text technology, to improve efficiency and productivity. The announcement of a organisation-wide framework to integrate GenAI based on extensive trials last year, places DEWA ahead of most utilities regionally and globally.
Some key points from the announcement:
Dubai Electricity and Water Authority (DEWA) this week announced a strategic framework to integrate Generative AI across all operations and services using Microsoft’s Copilot. The authority was one of the first public organisations to begin using ChatGPT and Copilot.
DEWA plans to integrate Microsoft Copilot into all operations and services to enhance efficiency and customer happiness. The authority employs more than 10,000 people.
Last year, DEWA had already started to use tools like Microsoft Power Platform, Microsoft 365 Copilot, Microsoft Security Copilot, and ChatGPT for diverse applications, including HR, governance, and customer services.
The authority also ran a Generative Artificial Intelligence for Mobile Workforce project in 2024, integrating different AI technologies, to prepare technical reports using real-time AI transcription and translation as well as improve data recording efficiency during field visits, reducing the time for routine tasks.
The authority already has a track record of using artificial intelligence. The utility’s customer service assistant Rammas, was launched in 2017 and has now handled over 9.6 million enquiries by mid-2024, with 95% customer satisfaction.
An intensive developer and user of digital applications and services, DEWA’s AI applications span SAP systems, cybersecurity, financial data, IT support, and more.
ZOOM OUT - DEWA's commitment to digital innovation, integrating digital technologies across the entirety of its operations, put it in a highly advantageous position to leverage new AI technologies. The authority is already recognised as a pioneer in digitised public utility services, digitising its operations from production, to smart metering, through to advanced digital services for consumers. The speed which DEWA has moved to assess, trial and evaluate new GenAI platforms, makes it clear that the authority is destined to lead the utilities sector in the implementation of the next generation of AI services.