DEWA Upgrades its Customer Care Centre With AI for Better CX


Dubai Electricity and Water Authority (DEWA) has used its state-of-the-art digital infrastructure, including Artificial Intelligence (AI), to turn its Customer Care Centre into a interactive digital centre to enrich customer experience.

The centre adds to DEWA’s smart channels for customers to complete their transactions anytime and anywhere. The company also provides all its services on its smart app and website.

The interactive digital centre provides a wide range of services and solutions through Interactive Voice System (IVR) enhanced by AI and available around the clock. This includes procedural services and information services for customers to submit electricity and water requests, EV green charger services and the Smart Living dashboard to get information on all DEWA’s services.

The constantly updated digital database identifies different customer segments such as People of Determination, senior citizens, nursing and others, thus prioritising calls to provide the highest standards of professionalism and quality in service.

Using AI, the centre identifies the caller’s account at DEWA and its status to modify its options accordingly, which is very useful for accounts within maintenance areas. The system promptly directs the customer to the most convenient choice. It analyses incoming calls, repeated keywords, customer satisfaction terms, and their happiness towards the service provided to them, in addition to learning about the most common enquiries.

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The system also takes note of positive and negative feedback so that DEWA can outline development plans and make quick and informed decisions to increase happiness and the customer experience.

Saeed Mohammed Al Tayer, MD & CEO of DEWA said, “DEWA adopts key objectives as part of its strategy, which are directly related to making customer segments happy as well as providing a seamless and unique experience to exceed customer expectations. DEWA is 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 to make Dubai the smartest and happiest city in the world.

“Despite the challenges associated with the COVID-19 pandemic worldwide, DEWA maintained its workflow and journey for customer happiness, without compromising health and safety. The quality of calls received by the Customer Care Centre in the first half of 2021 reached 97.54%.”

The Customer Care Centre has trained employees who speak Arabic, English, French and Urdu, among others, with the latest technologies and AI, including IT business continuity, to deal with emergencies according to the highest standards. DEWA’s Customer Service Centre provides the Ash’ir service round the clock for speech and hearing-impaired customers to communicate using sign language.