Dubai, UAE, July, 2022 -- Dubai Electricity and Water Authority (DEWA) has added several improvements to its Customer Care Centre to ensure a consistent, integrated, and seamless experience for customers to complete their transactions anytime and anywhere. The Centre includes a unified and advanced information base that enables employees to respond to customer enquiries faster and more accurately.
The new improvements include a list supported by Artificial Intelligence so that employees can identify the caller’s account and communication records between the two sides. This enables the Centre’s employees to serve customers faster and more efficiently.
"We are committed to achieving the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to accelerate digital transformation and make Dubai the smartest and happiest city in the world. By using AI, robotics, and the latest disruptive technologies of the Fourth Industrial Revolution, we provide our services according to the highest standards of reliability, availability, accountability, and sustainability. We provide an unconventional model of digital services through smart devices and channels. DEWA provides all its services through various digital channels, including its website and smart app.
It also provides a number of its services through its virtual employee, Rammas, which uses AI, Alexa smart systems from Amazon, and DEWA’s smart app on Apple smartwatches, as well as the self-service at customer happiness centres," said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.
Thanks to its AI technology, the Customer Care Centre, which is managed by Moro Hub (Data Hub Integrated Solutions), a subsidiary of Digital DEWA, the digital arm of Dubai Electricity and Water Authority, identifies the caller’s account to arrange the most suitable options, ensuring a speedy response and intelligently meeting their needs. The Centre also includes a smart system to analyse the customer’s emotional state and incoming calls. This enables DEWA to make development plans and take the necessary decisions quickly and accurately to make customers happier and improve their experience.
Posted by Veronica Silva Cusi, news correspondent
About Dubai Electricity & Water Authority:
Dubai Electricity and Water Authority provides Electricity and Water for the Emirate of Dubai.
Published: Monday, July 4, 2022
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