DEWA started to incorporate ChatGPT in diverse areas to enhance operational efficiency

Executive Vice President - of Innovation and The Future at Dewa, Marwan Bin Haidar, in an interview, revealed that the Dubai Electricity and Water Authority (Dewa) has started incorporating artificial intelligence-powered chatbot ChatGPT in diverse areas. These include customer service and experience, operational efficiency enhancements, and boosting productivity and decision-making.

Dewa becomes the first utility internationally and the first UAE government entity to use ChatGPT. This AI tool imitates human writing to provide a detailed response to queries, with applications ranging from code writing to generating ideas and data processing. Due to this feature, the tool became an instant hit.

As for Dewa, ChatGPT helps provide 24/7 customer support via chatbots and assists customers find answers rapidly to common questions such as billing inquiries, outage updates, and service requests. It also uses personalized recommendations for customers based on their usage patterns and preferences, said Bin Haider.

Further, it optimizes its operations by analyzing data from various sources, such as sensors, smart meters, and weather forecasts.

Moreover, the DEWA will be introducing ChatGPT internally for employees in various areas such as administrative tasks, preparing memos and reports, drafting contracts, and training. It will provide insights and data-driven recommendations to enhance decision-making related to internal operations and customer service. Hence it will lead to better outcomes for internal and external stakeholders.