Thursday, June 30, 2022 – 12:29 p.m.
DUBAI, June 30, 2020 (WAM) – The Dubai Electricity and Water Authority has introduced a number of innovative enhancements to its customer service center to ensure a consistent, integrated and seamless customer experience by transforming it into an integrated, interactive digital center that allows them to carry out their transactions anytime and anywhere The Center includes a base of comprehensive and advanced information that enables employees to respond to customer inquiries in a more accurate and fast way.
The new enhancements include a dynamic list supported by artificial intelligence that allows the center’s staff to identify the caller’s account and access the customer’s communication history with the authority through various communication channels, as well as all voice calls he has made with the authority and correspondence via e -mail or instant video chat and written chat between the two parties, enabling the center’s staff to serve customers in a faster and more efficient way. The digital database, which is updated regularly, also makes it possible to identify the different categories of customers, including determined people, senior citizens, residents and a number of other categories, giving them priority in answering calls to ensure it highest level of professionalism and quality. in providing services to all customers of the Authority. By 2021, the quality of calls received to the center was 96.21%.
His Excellency Saeed Mohammed Al Tayer, CEO and CEO of the Dubai Electricity and Water Authority, said: “We are committed to achieving the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and the Governor of the United Nations. Dubai, to accelerate the digital transformation and make Dubai the smartest and happiest city in the world. ”
Relying on artificial intelligence, robotic technology and the latest disruptive technologies from the fourth industrial revolution, we work to deliver our services in accordance with the highest standards of reliability, availability, reliability and sustainability, and we deliver an unconventional model of digital services through smart devices and channels. ”
The authority provides all its services through many digital channels, including the authority’s smart application and its website. It also provides a set of its services through its virtual employee “Rammas”, which relies on artificial intelligence and “Alexa” smart systems from Amazon, and the authority’s smart application on Apple smartwatches and customer happiness centers / self-service /.
The Customer Service Center, managed by the Data Center for Integrated Solutions / MORO / one of the companies affiliated with the “Digital DEWA” group, the digital arm of the Dubai Electricity and Water Authority, identifies the caller to the Authority, and account status in to arrange the list of options to suit the type and condition of the account, as the system directs the customer to the most appropriate option Direct to ensure quick response and intelligently meet his needs.
The center also includes a smart system for analyzing the customer’s emotional state, in addition to an advanced system for analyzing incoming calls to the Customer Care Center, which enables the authority to make development plans and make the necessary decisions accurately and quickly to raise the level of customer satisfaction. and improve their experience.
It is noteworthy that DEWA achieved first place in the world in the International Standard for Customer Experience (ICXS) for the third year in a row, as part of its implementation of the requirements of the International Standard Certificate in Customer Experience with its new update “ICXS2019”, where the Authority achieved a percentage of 100% within the evaluation system. With testimony.
This is the highest result in the world in the history of the standard in its updated version.
The authority also obtained a 100% paperless seal from Dubai Digital Corporation and implemented digital integration with more than 50 units.
The customer care center has obtained the international quality certificate ISO / 2017-18295 / for the management of customer care centers.
The center includes a group of qualified and trained cadres who are fluent in many languages, including Arabic, English, Hindi, French, Urdu and others.
Wam / Salma Al Shamsi / Dina Omar
