Monday, 27 May 2019 08:10 GMT

Robots begin to replace humans in customer care services in Dubai

(MENAFN - Khaleej Times) Dubai Electricity and Water Authority (Dewa) announced the recruitment of five robots as staff, as part of its continuous quest to envision and make the future through the development of mechanisms that enrich the experience of customers and contribute to the provision of better quality services at its Customer Happiness Centres.

The robots will have an employee number with the first robot's employee number being 99000099. Dewa will take all necessary measures to enhance operational efficiency, according to the highest global standards.

The Future Centre for Customer Happiness is the first integrated smart customer happiness centre in Dubai, which relies on Artificial Intelligence (AI) and Robotics, and provides smart and innovative services to all customers.

"We continuously seek to implement ambitious national strategies and plans within the framework of achieving the objectives of the UAE Centennial 2071. This is a long term government plan to prepare the UAE and young Emiratis for the future, and to develop our services, initiatives, strategies and work plans. We have adopted innovation as a cornerstone for continuous improvement to enhance Dewa's competitiveness in all areas.

"We keep up to date with the Fourth Industrial Revolution, and take advantage of disruptive technologies in various fields, develop AI, Robotics, IoT, 3D printing and by supporting the Dubai 10X initiative, to propel Dubai towards the future, making it 10 years ahead of other global cities, through government innovation, and to enhance Dubai's leadership in shaping the future. This supports our vision of becoming a sustainable innovative world-class utility," said Saeed Mohammed Al Tayer, MD & CEO of Dewa.

Al Tayer said the vision is to reduce the number of visitors to Dubai Government offices by 80 per cent by 2018, and further encourage the use of smart channels, as well as achieve the Smart Dubai initiative of making Dubai the smartest and happiest city in the world, by providing a qualitative leap in customer services and ensuring that services are managed through smart and connected systems.

Dewa launched Rammas, its virtual employee, at the beginning of 2017 on its smart app, website and Amazon Alexa's system. Dewa is the first government organisation to launch an online chatbot in both Arabic and English. Rammas can respond to an unlimited number of enquiries in record time and is making significant progress in AI technology, Al Tayer said.

Staff Reporter


Robots begin to replace humans in customer care services in Dubai

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