Since its launch, ChatGPT has been useful for several tasks- from generating student essays and a business plan to writing wedding vows. 

Now, Dubai is using the AI chatbot to try and enhance customer experience. 

After its launch in February, Dubai Electricity and Water Authority (DEWA) announced the pilot use of ChatGPT on its website through Rammas, the entity’s virtual employee.  

By incorporating AI, HE Saeed Mohammed Al Tayer, Managing Director and CEO of DEWA, noted that they aim to reduce the number of visits to customer happiness centers and, thereby, contribute to shaping “a new digital future” for Dubai through Digital DEWA, the authority’s digital arm. 

“At DEWA, we are keen to enrich the customer experience through smart services that save their time and effort using the latest AI tools,” said Al Tayer. 

“This supports the UAE National Strategy for Artificial Intelligence 2031, the Dubai 10X initiative, and the Smart Dubai initiative, which aims to make Dubai the smartest and happiest city in the world.”

Since its Rammas launch in 2017 until April 2023, the virtual assistant has answered more than seven million inquiries. 

Using ChatGPT, DEWA hopes to enhance its interaction with users and better understand their needs by analyzing customer inquiries to respond seamlessly and accurately. 

The move is part of DEWA’s strategy to utilize artificial intelligence tech across its operations and services. It is also dubbed the world’s first utility and government organization in the UAE to utilize the tech.