Latest / DEWA Podcasts / DEWA’s virtual employee Rammas handled over 1.6 million inquiries in 2025

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DEWA’s virtual employee Rammas handled over 1.6 million inquiries in 2025 · DEWA Podcasts

• 0:00
  So when you think about the future of customer
• 0:02
  service, what comes to mind? For one of the world's
• 0:06
  leading utilities, well, the future is already
• 0:09
  here. It's handling millions of conversations
• 0:12
  a year. It's a totally remarkable story. Dubai's
• 0:16
  Electricity and Water Authority, Diwa, they announced
• 0:20
  that their AI virtual employee, Ramas, handled
• 0:23
  over 1 .6 million inquiries in English and Arabic
• 0:27
  in 2025. Wow. That's just an incredible volume.
• 0:31
  And that's just in a single year, since it launched
• 0:34
  back in 2017. Right. The total number of inquiries
• 0:38
  Ramas has answered is more than 12 .7 million.
• 0:41
  So what makes it so effective? Well, it's really
• 0:44
  the technology behind it. Ramas is powered by
• 0:46
  this sophisticated AI model. Okay. And in 2023,
• 0:50
  Diwa became the world's first utility to enhance
• 0:53
  it with ChatGPT. That allows it to understand
• 0:57
  user needs with much greater accuracy. Right.
• 1:00
  And it provides these instant, reliable responses
• 1:03
  across both voice and text. So this is way more
• 1:07
  than just providing information. Exactly. This
• 1:09
  is a core part of their entire... higher strategy.
• 1:12
  And Diwa's leadership framed this perfectly in
• 1:14
  a recent statement, didn't they? They really
• 1:16
  did. So get this. The statement says, quote,
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  at Diwa, we continuously harness the most advanced
• 1:23
  future technologies to unlock new opportunities,
• 1:26
  quote, that enhance quality of life and deliver
• 1:29
  seamless, secure, and innovative services for
• 1:32
  all stakeholders. Then it goes on. In line with
• 1:35
  the UAE Strategy for Artificial Intelligence
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  2031. Okay. Quote, we are accelerating the adoption
• 1:41
  of AI across our operations to enhance productivity,
• 1:45
  boost efficiency, and redefine the standards
• 1:47
  of service delivery. Wow. And there's more. Quote.
• 1:51
  By integrating intelligent systems across our
• 1:54
  platforms, we elevate the customer experience,
• 1:56
  enhance government processes, and fast -track
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  digital transformation. Yeah. Quote, ultimately
• 2:01
  helping to reinforce our global competitiveness
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  as one of the world's leading utility service
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  providers. That quote really says it all, doesn't
• 2:09
  it? It does. This is about using AI to completely
• 2:12
  redefine service standards and on a global scale.
• 2:16
  And the accessibility is so key. It's not, you
• 2:18
  know, hidden away somewhere. Not at all. It's
• 2:21
  available on their website, the smart app, WhatsApp.
• 2:24
  Wow. Even Amazon Alexa and Google Assistant.
• 2:27
  It's so much more than a chatbot. It processes
• 2:29
  bill payments, it recommends services, and it's
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  always learning. Hmm. It's a truly integrated
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  part of the whole customer experience. It's just
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  a powerful demonstration of how generative AI
• 2:40
  is moving beyond these simple queries. Right.
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  It's becoming an essential and highly effective
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  tool. Absolutely. So now here's a question we'd
• 2:50
  like you to think about. As AI like this becomes
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  the new standard for public services, what is
• 2:56
  the next frontier for enhancing our daily interactions
• 2:59
  with essential providers?