Working with DEWA During Dubai Future Accelerators Cohort 6

Working with DEWA During Dubai Future Accelerators Cohort 6

Enabled by UIB’s UnificationEngine®, DEWA customers can now speak to the “Rammas” customer service virtual assistant on WhatsApp.


by Gulraiz Khalid

The Dubai Electricity and Water Authority (DEWA) recently selected UIB to be one of their partners in Dubai Future Foundation’s Dubai Future Accelerators’ (DFA) Cohort 6 — UIB’s third DFA cohort, our first was with du and our second was with the Dubai Police.

Even though the DFA program is spread across nine weeks (starting June 16) with a four-week break in between, UIB completed the project in only three weeks, enabling DEWA to go live the week of July 8, making the project a big success for UIB, DEWA, and DFA. This has also enabled us to use the program’s remaining weeks to focus on new use cases and plan for how to further scale our partnership.

What did we do with DEWA?

We used UIB’s UnificationEngine® Conversational AI platform to deploy DEWA’s customer service virtual assistant, “Rammas,” on WhatsApp.

Who is Rammas?

Rammas is DEWA’s virtual assistant, designed to assist customers and answer their questions. Answering instantly, Rammas analyzes customers’ questions, checks the available data and information, and then answers their questions. If customers questions can’t be answered by the virtual assistant, they will be directed to a customer service agent. Rammas is available on DEWA’s iOS and Android smart apps, website, Facebook page, Amazon and Google smart speakers, and DEWA’s robots. Since launching in 2017, Rammas has responded to over two million customer questions.

How does this benefit DEWA’s customers?

Launching conversational customer service in Arabic and English means DEWA customers can access Rammas 24/7 on WhatsApp with zero wait time. They can use Rammas to answer queries (e.g., how to set up a new account) and access services (e.g., check and pay bills).

How can DEWA customers access Rammas on WhatsApp?

Users can simply add +971 5 6019999 to their smartphone’s contacts and message Rammas on WhatsApp. They can start with “Hi” and let Rammas guide them through how to use it.


UIB UnificationEngine

Customers around the world use UIB’s UnificationEngine Conversational AI platform and its Cognitive IoT capabilities to decrease their costs, increase their revenues, and delight their users for use cases ranging from customer service to facilities maintenance to product registration. A WhatsApp Business solution provider, we also help large companies like DEWA to get WhatsApp Business accounts. Contact UIB to schedule a workshop or request a quote for your business today!



About the Author:

Gulraiz Khalid
UIB Director of Business Development Gulraiz looks after UIB's key accounts in the Middle East.