How Dubai Electricity and Water Authority (DEWA) uses AI

DEWA runs an agentic AI payment reconciliation system that supports 13 of its services and about 13.3 million transactions a year. It validates the data, detects anomalies and manages exceptions, and DEWA reports that the daily reconciliation cycle fell from about four hours to 12 minutes. It is part of a wider rollout in which DEWA says 16 of its 21 services now use agentic AI; the supply activation journey from the same rollout has its own record, and this is separate from the Rammas virtual assistant, which answers customer inquiries.

DEWA redesigned its electricity and water supply activation service, the journey a customer completes to have supply switched on at a property, around agentic AI that coordinates the steps across DEWA's systems. The journey now needs three customer inputs instead of 10 and three steps instead of nine, and takes two minutes instead of about eight, a 75% cut that DEWA reports. The service handles about 210,000 transactions a year and is part of a wider rollout in which DEWA says 16 of its 21 services now use agentic AI.

DEWA introduced its Rammas chatbot in 2017, which Microsoft describes as the first chatbot based on Microsoft AI at a government utility, and later integrated Azure OpenAI Service to make its answers more accurate and more natural. Microsoft reports that Rammas has responded to more than 9.2 million customer inquiries autonomously since launch, for a utility with more than 1.2 million customers. In a 2026 press release DEWA itself puts the total at more than 13 million customer inquiries from the 2017 launch through May 2026. DEWA also runs AI based high water usage alerts, and is exploring voice conversations for customers.