United Arab EmiratesPublic sector2023 – ongoingDubai Electricity and Water Authority (DEWA)
Rammas virtual employee powered by generative AI
DEWA put ChatGPT behind its Rammas assistant in April 2023 and reported 95% customer satisfaction in the first half of 2024
Problem
DEWA's customer assistant, launched in 2017, answered a limited set of questions. The utility wanted answers that read the customer's question more closely and pointed to the right procedure.
Approach
In April 2023 DEWA made Rammas generative-AI powered with ChatGPT support. The assistant answers in Arabic and English, gives links to complete procedures and lets customers rate each answer. By mid-June 2026 DEWA said the assistant had handled more than 13 million inquiries since 2017, and in July 2026 it reported extending agentic AI to its website and apps.
Results
Takeaway
DEWA added generative AI to its existing assistant, which answers questions and links customers to procedures. Its cumulative inquiry totals include inquiries handled before the April 2023 ChatGPT integration.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
DEWA said Rammas launched in 2017 and became generative-AI powered with ChatGPT support in April 2023. It had handled over 9.6 million inquiries by mid-2024, with 95% customer satisfaction in the first half of the year. DEWA did not disclose cost or staffing effects.
WAM reported that DEWA rolled out agentic AI across its website, smart app, Smart Office employee app and internal dashboards. Rammas had handled more than 13 million inquiries by mid-June 2026.
Full details are in the original sources.
