[{"data":1,"prerenderedAt":121},["ShallowReactive",2],{"uc-org-dubai-electricity-and-water-authority-dewa":3},{"organization":4,"includeUnpublished":14,"evidence":15},{"slug":5,"name":6,"country":7,"region":8,"industry":9,"wikidata":10,"records":11,"useCases":12,"indexable":13},"dubai-electricity-and-water-authority-dewa","Dubai Electricity and Water Authority (DEWA)","AE","middle-east","energy-and-utilities","Q1262868",3,2,true,false,[16,56,80],{"title":17,"useCases":18,"organization":20,"vendors":21,"summary":22,"stage":23,"year":24,"channels":25,"languages":27,"metrics":28,"outcomeDisclosed":13,"sources":38,"verification":48,"grade":51,"id":52,"useCaseTitles":53},"DEWA: agentic AI in payment reconciliation",[19],"ledger-and-payment-reconciliation",{"name":6,"anonymized":14,"country":7,"region":8,"industry":9,"wikidata":10},[],"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.","production",2026,[26],"internal-tools",[],[29],{"kpi":30,"value":31,"unit":32,"qualifier":33,"period":34,"claimant":35,"quote":36,"sourceUrl":37},"processing-time-reduction",95,"percent","exact","daily payment reconciliation cycle, from around four hours to 12 minutes","organization","the daily payment reconciliation cycle has been reduced from around four hours to just 12 minutes, representing a 95 per cent reduction in processing time.","https:\u002F\u002Fgulfnews.com\u002Fuae\u002Fnow-dubai-residents-can-apply-for-dewa-electricity-and-water-supply-activation-in-just-two-minutes-1.500692256",[39,43],{"url":37,"title":40,"publisher":41,"date":42},"Now, Dubai residents can apply for DEWA electricity and water supply activation in just two minutes","Gulf News","2026-09-29",{"url":44,"title":45,"publisher":46,"date":47},"https:\u002F\u002Fwww.dubaieye1038.com\u002Fnews\u002Flocal\u002Fdewa-deploys-agentic-ai-across-its-digital-platforms\u002F","DEWA deploys agentic AI across its digital platforms","Dubai Eye 103.8 (WAM)","2026-07-06",{"level":49,"checkedAt":50},"source-verified","2026-11-11","C","dewa-agentic-ai-activation-technical-notifications-and-reconciliation",[54],{"slug":19,"title":55},"AI for ledger and payment reconciliation",{"title":57,"useCases":58,"organization":60,"vendors":61,"summary":62,"stage":23,"year":24,"channels":63,"languages":65,"metrics":66,"outcomeDisclosed":13,"sources":71,"verification":74,"grade":51,"id":76,"useCaseTitles":77},"DEWA: agentic AI in the electricity and water supply activation journey",[59],"utility-billing-and-move-agent",{"name":6,"anonymized":14,"country":7,"region":8,"industry":9,"wikidata":10},[],"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.",[64],"mobile-app",[],[67],{"kpi":30,"value":68,"unit":32,"qualifier":33,"period":69,"claimant":35,"quote":70,"sourceUrl":37},75,"electricity and water activation of supply journey, from about eight minutes to two","The result is a 75 per cent reduction in the time required to complete the journey, with the service available around the clock.",[72,73],{"url":37,"title":40,"publisher":41,"date":42},{"url":44,"title":45,"publisher":46,"date":47},{"level":49,"checkedAt":75},"2026-11-12","dewa-agentic-ai-supply-activation",[78],{"slug":59,"title":79},"AI agent for utility billing, payments, meter readings and move in or move out",{"title":81,"useCases":82,"organization":83,"vendors":84,"summary":88,"stage":89,"year":90,"channels":91,"languages":92,"metrics":93,"outcomeDisclosed":13,"sources":108,"verification":115,"grade":117,"id":118,"useCaseTitles":119},"Dubai Electricity and Water Authority: Rammas customer service chatbot",[59],{"name":6,"anonymized":14,"country":7,"region":8,"industry":9,"wikidata":10},[85],{"name":86,"role":87},"Microsoft","platform","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.","scaled",2017,[],[],[94,103],{"kpi":95,"value":96,"unit":97,"qualifier":98,"period":99,"claimant":100,"quote":101,"sourceUrl":102},"interactions-handled",9200000,"count","at-least","cumulative since 2017","vendor","Since then, Rammas has responded to over 9.2 million customer inquiries autonomously.","https:\u002F\u002Fwww.microsoft.com\u002Fen\u002Fcustomers\u002Fstory\u002F1803548215767581643-dewa-azure-ai-services-government-en-united-arab-emirates",{"kpi":95,"value":104,"unit":97,"qualifier":98,"period":105,"claimant":35,"quote":106,"sourceUrl":107},13000000,"cumulative from the 2017 launch through May 2026","DEWA’s virtual assistant “Rammas” has also delivered outstanding results, handling more than 13 million customer inquiries since its launch in 2017 through May 2026.","https:\u002F\u002Fwww.zawya.com\u002Fen\u002Fpress-release\u002Fgovernment-news\u002Fdewa-organises-the-second-agentic-ai-retreat-at-al-sheraa-wq2a3urr",[109,112],{"url":102,"title":110,"publisher":86,"date":111},"DEWA pioneers the use of Azure AI Services in delivering utility services","2024-08-21",{"url":107,"title":113,"publisher":114},"DEWA organises the second Agentic AI Retreat at Al Shera’a","Zawya (DEWA press release)",{"level":49,"checkedAt":116},"2026-10-14","B","dewa-rammas-customer-chatbot",[120],{"slug":59,"title":79},1794503905559]