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The Dubai Electricity and Water Authority (DEWA) is a public service infrastructure company. It was founded on 1 January 1992, by a decree issued by the late Sheikh Maktoum bin Rashid Al Maktoum to merge Dubai Electricity Company and Dubai Water Department. Since then, DEWA has made considerable achievements, to be ranked as one of the best utilities in the world. DEWA provides services today to more than 882,000 customers with a satisfaction rate that reached more than 95% in 2018.

In order to increase the adoption of smart services, and gradually reduce the visits to conventional customer service centers, Dubai Electricity and Water Authority (DEWA) introduced the Future Happiness Center concept. It consists of the first integrated smart customer happiness center in Dubai that offers an innovative, seamless and eco-friendly environment for the customers to perform their transactional and informational services in an effective manner using Artificial Intelligence (AI).

DEWA has been searching for a way to enhance digital transformation so as to boost customer happiness through innovation. It aims at going beyond the standard customer journey, offering to prospects and customers a unique experience, simultaneously digital and physical. Find out what solutions Pepper offered for DEWA and what were the key results by downloading the PDF!

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