Dubai utility turns to AI chatbot to answer customer problems

 In Innovation, Technology
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Originally published in Gulf Business (link below)

Rammas can accurately respond to most queries, according to DEWA

Dubai Electricity and Water Authority (DEWA) has announced that its artificial intelligence (AI) chatbot has reached a new milestone after answering more than 270,000 customer enquires since it’s launch in January.

According to DEWA, the chatbot, Rammas has responded to more than 204,000 enquiries on the authority’s website, 67,000 on their smart app, 3,000 through Facebook and 528 enquiries through Amazon’s Alexa system.

Rammas operates on a 24-hour basis in both English and Arabic, offering high quality service with minimal effort. It also has the ability to answer countless questions in a record time, said DEWA.

The organisation categorises the chatbot as a virtual employee and says it can “learn and understand the needs of customers, according to their enquiries”.

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