DEWA adds innovative services and features to its Customer Care Centre

DEWA adds innovative services and features to its Customer Care Centre

Dubai, UAE: Dubai Electricity and Water Authority (DEWA) has added several innovative 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 dynamic list supported by Artificial Intelligence (AI) 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. The constantly updated digital database also identifies priority customer categories, including People of Determination and senior citizens and other categories, thus giving them priority in answering calls to ensure the highest levels of professionalism and quality in providing services. In 2021, the quality of calls received by the Centre was 96.21%.

“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