Saeed Mohammed Al Tayer
Saeed Mohammed Al Tayer, Managing Director and CEO of DEWA, said: “DEWA’s plans align with promising government strategies and plans, including the UAE Artificial Intelligence Strategy 2031, which aims to develop an integrated system that employs AI in vital areas of the UAE, and the Dubai 10X Initiative, launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, which mandates the Government of Dubai to aid Dubai’s progress into leading the future by making it ten years ahead of other cities through government innovation and reshaping traditional frameworks.”
He added: “DEWA’s application of the latest innovative technologies has helped it achieve the best results globally compared to top utilities in Europe and the USA. The smart adoption of DEWA’s services reached 98.99 per cent until the end of the second quarter of 2022. DEWA has completed the digital integration of more than 70 projects with government and private organisations.”
Four pillars
Digital DEWA is based on four pillars: launching advanced solar power technologies; deploying a renewable energy grid with innovative energy storage technologies; expanding and integrating AI solutions to make Dubai the first city to provide electricity and water services using AI technologies and digital services.
The R&D Centre is located in Mohammad Bin Rashid Al Maktoum Solar Park, the world’s largest single-site solar park in Dubai
Image Credit: Supplied
DEWA’s AI assets
Rammas
Rammas, DEWA’s virtual AI employee, is available on seven channels for customer service. These include DEWA’s smart app (iOS and Android), DEWA’s website and social media account on Facebook, Amazon’s Alexa, and Google Assistant, robots, and WhatsApp Business. Rammas provides round-the-clock multiple services and answers enquiries in English and Arabic. DEWA employs AI to enhance customer and employee happiness as well as improve the performance of its systems through ‘Rammas for You’ and ‘Rammas at Work’ and ‘Powered by Rammas’. Rammas has answered more than 6.4 million enquiries since its inception in the first quarter of 2017 and until the end of June 2022.
Rammas has answered more than 6.4 million enquiries
Image Credit: Supplied
Cyber Defence Centre
The Cyber Defence Centre at DEWA uses AI and Big Data to detect potential security risks and reduce the time to respond to incidents.
Customer Care Centre
DEWA, through its Customer Care Centre, provides a consistent, integrated and seamless experience for customers, enabling them to complete their transactions anytime and anywhere. The integrated interactive digital centre includes a unified and advanced information base that enables employees to respond to customer enquiries faster and more accurately. It also includes a dynamic list supported by AI so that employees can identify the caller’s account and communication records between the two sides.
Robotic Process Automation
The project works to automate business processes using AI to reduce repetitive and routine tasks. The RPA includes several initiatives such as the automation: of server vulnerability status update, data caching service monitoring of DEWA’s virtual AI employee, work clearance application (WCA) process, GIS (Geographic Information Systems) Monitoring System, Bank Guarantee Statement (bank offers), and Domain Naming System (DNS) Scanning.
Asset Performance Management
The app manages key equipment at the Jebel Ali Power Plant and Water Desalination Complex using AI and cloud platforms.