Dubai Electricity and Water Authority, DEWA, has deployed 10 Pepper robots in the Future Customer Happiness Centres to assist the customers through a wide range of informational and transactional services. The robots, each with their own employee ID, promote DEWA services and latest solutions. They have also participated in numerous events and exhibitions, showing the advancement in digital transformation and adoption of smart services.
In order to increase the adoption of smart services, and gradually reduce the visits to conventional customer service centres, DEWA introduced the Future Happiness Centre concept. It consists of the first integrated smart customer happiness centre 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.
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.