DUBAI 13 April 2019: Customers can now ask questions verbally in both Arabic and English to Rammas, Dewa’s virtual employee, and get instant answers.
Rammas is a virtual AI assistant that is available around the clock on Dewa’s smart app, website, Facebook page, Amazon’s Alexa, Google Home, and robots. Rammas responds to customers instantly while continuously learning and understanding their needs based on their inquiries that it analyses depending on available data and information to best respond to and streamline transactions. The advanced version of Rammas offers new features, including a happiness index, a customer experience survey, a glossary of terms, as well as an advanced interactive menu.
“We always seek to enrich the customers’ experience with smart services that are based on advanced systems to provide a unique government experience that contributes to their happiness…Adding this new voice chat feature in Arabic and English to Rammas is part of our efforts to provide services that saves customers’ time and effort,” said Saeed Mohammed Al Tayer, MD & CEO of Dewa.
Marwan Bin Haidar, Executive Vice President of Innovation and the Future at Dewa, noted that Rammas has answered over 2 million queries through different channels since its launch in Q1 of 2017. The second phase which was launched last August, added several enhancements to promote the service quality and widen its scope. This phase integrated with Dewa’s system to facilitate transactions such as bill enquiry and payment, tracking application status, new connection requests by contractors and consultants, and included other enhancements and new features.
These were intended to strengthen service quality and increase Rammas’ scope to include additional categories; including customers, contractors, consultants, suppliers and government organisations as well as job seekers, scholarship students, and training participants. Dewa has also added more information to its database. The second phase of the service was also integrated with DEewa’s SAP system to facilitate transactions such as bill enquiry and payment, tracking application status, new connection requests by contractors and consultants, and job enquiries.