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DEWA innovates for customer happiness

Presents how it is changing the face of customer service at GITEX Technology Week

DEWA innovates for customer happiness
DEWA is developing customer care.

Dubai Electricity and Water Authority (DEWA) is presenting how it is changing the face of customer service with its presence at GITEX Technology Week.

DEWA is showing a number of new and enhanced solutions during the show, many of which focus on improving customer care and increasing the happiness of its customers.

Among the innovations, DEWA is promoting its first integrated smart customer happiness centre in Dubai, which depends on Artificial Intelligence (AI) and Robotics, and provides smart and innovative services to all stakeholders. The utility says that the centre represents a practical translation of the UAE's objectives to build the government of the future, and embodies the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to enhance service delivery and enable customers to access comprehensive, integrated and smart services that save time and effort.

As part of DEWA's innovative approach, it is showcasing Rammas, its AI-based customer care chatbot. Launched at the start of this year, Rammas is the first government chatbot in English and Arabic, which handles customer enquiries. The virtual agent is available 24-7 on DEWA's smart application, website, Facebook page, and on the Alexa and Echo smart devices from Amazon.

DEWA's website and apps also contribute to improving customer service, and both have been upgraded ahead of GITEX. The website includes improvements to design and usability, service journeys, content and readability in addition to search functionality; while the mobile app also has enhancements including menu design, search functionality, homepage and form fields.

DEWA is also showing alternative channels for services, including its app for Smart TVs, which gives customers another means of accessing services.

Another highlight of DEWA's presence is a model of its new Al Sheraa HQ building. DEWA's new headquarters building, is intended to become the largest and smartest zero carbon emissions building (ZEB) in the world when it opens in 2019. Solar panels will create 7,000 (MW/h) of renewable energy, and smart design and management will mean 50% less water consumption. The building will aim for Platinum LEED rating.

Features will include IoT-enabled smart monitoring and management of all facilities to improve areas like energy efficiency and utilisation. The building will include face recognition entry systems, smart security zoning and robot security patrols and cleaners. An app will enable employees to interact with facilities and manage things like room bookings, finding parking slots and so on.


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