DEWA deploys agentic AI across its digital platforms

Dubai Electricity and Water Authority (DEWA) has rolled out agentic artificial intelligence (agentic AI) across its digital platforms, following directives from His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister and Ruler of Dubai, to expand AI use across government services and operations.

The deployment covers its website, smart app, the Smart Office employee app, dashboards and internal platforms, with an initial focus on service design, customer digital experience, quality monitoring and the Testing Centre of Excellence.

The AI development underscores DEWA’s position as one of the first utilities globally to deploy agentic AI in a production environment, described as a strategic step and significant milestone in redefining government services in the AI era, shifting from traditional digital interaction models.

The aim is to enhance efficiency, accelerate service delivery and improve the quality of digital experiences for customers and stakeholders.

DEWA are planning to continue to expand these technologies in line with the highest standards of governance, security and privacy, supporting the objectives of the UAE Strategy for Artificial Intelligence 2031 and UAE Centennial 2071.

DEWA launched its AI-powered virtual assistant Rammas in 2017, the first utility globally, and the first government entity in the UAE, to adopt generative AI for direct customer interaction and inquiry resolution.

Since its launch in 2017 until mid-June 2026, Rammas has handled more than 13 million inquiries across DEWA’s communication channels.