RAMMAS Virtual Agent, Customer Service Digital Channel from DEWA, Dubai wins two awards

DEWA is the first government organization in UAE, to launch RAMMAS virtual agent to serve its customers and answer their enquiries in both Arabic and English, around the clock, through multiple digital channels. “RAMMAS” name has been derived from the Arabic word which means the Talkative and is powered by Artificial Intelligence (AI), Natural Language Processing (NLP), Machine Learning (ML) and Text to Speech (TS) Technologies. RAMMAS is built using most modern cognitive, application, data storage & data processing architectural components in Microsoft Azure Cloud platform.


RAMMAS Is functionally designed and built to simulate a live agent by offering frictionless services with zero waiting time to wide segments of customers over convenient smart channels and is fully aligned with Dubai Plan 2021, Dubai 10X Initiative and DEWA 2021 Strategic Plan to propel the city of Dubai 10 years ahead.


The key differentiator of RAMMAS amongst its contenders is its ability to ingest a large volume of knowledgebase and being able to assist different types of DEWA customers, while continuing to learn and understand their needs based on their past interactions utilizing self-learning capabilities. It offers transactional and informational services and provides two ways of interaction either using a menu selection or direct questions.


RAMMAS is available to respond to customers instantly on DEWA’s smart app (iOS and Android platforms), DEWA’s website, Amazon’s Alexa and Google Assistant. It is also available on DEWA’s social media channels like Facebook and WhatsApp.


In 2020, DEWA created custom Architecture Framework and internal methodologies for architecture-centric business and technology solutions. This award winning Project demonstrated valuable framework concepts and methods for Architecture Methodology used in creating “RAMMAS Virtual Agent”, Customer Service digital channel.


Project Goals & Strategy

DEWA’s Business Strategy addressed the Project Objectives of Seamless Customer Experience, Engaged and Happy Stakeholders, Enabling AI & Digital Technologies, Minimal Environmental Footprint, Enabling Digital DEWA and R&D Innovation and Future.

Process Architecture

Business process Models were created by DEWA for Transactional Services, Payment Services, DEWA Store recommendations, Trending Articles, Chit Chat, Happiness Survey and Customer Comments in support of the above strategies.

System Architecture

System Architecture was developed to support the Business Processes as above by creating system functions for Simulation of a live agent by offering frictionless services with zero waiting time to wide segments of customers over convenient smart channels. DEWA also developed the ability to ingest a large volume of knowledgebase with the ability to assist different types of customers, while continuing to learn and understand their needs based on their past interactions utilizing self-learning capabilities. Also considered were provision for interaction either using a menu selection or direct questions.

Technical Architecture

Technical Architecture was created enabling the System Architecture to resolve “RAMMAS” as powered by Artificial Intelligence (AI), Natural Language Processing (NLP), Machine Learning (ML) and Text to Speech (TS) Technologies. RAMMAS was built using most modern cognitive, application, data storage & data processing architectural components.

Implementation Model

Implementation of the Technical Architecture was achieved when RAMMAS was built using Microsoft Azure Cloud platform to respond to customers instantly on DEWA’s smart app (iOS and Android platforms), DEWA’s website, Amazon’s Alexa and Google Assistant. Availability on DEWA’s social media channels like Facebook and WhatsApp.

Operational Architecture

The virtual agent service was made available in multiple channels including web site , mobile application (IOS/android), facebook messanger, whatsapp, google home and alexa with 24/7 availability and fastest response time. It supports all customer segments of DEWA in terms of knowledgebase and other services. Most common use cases which provides support to majority of first line queries to DEWA in these aspects were made operational. RAMMAS answers thousands of queries per day and acts as the first level of support for call centre. Abandoned Rate in call centre is drastically reduced.


DEWA’s Project “RAMMAS Virtual Agent, Customer Service digital channel” won Global Excellence Awards In the Enterprise & Digital IT Category for AI Enabled Solution and in the Enterprise Functions & Industries Category for the Best Digital Architecture in Support Function.


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