DEWA Launches Services via ChatGPT, Pioneering AI in Public Utilities

Dubai Electricity and Water Authority (DEWA) has taken a major step in digital government innovation by launching its official services and customer experience through the ChatGPT Apps Directory. The initiative positions artificial intelligence at the core of public service delivery while reinforcing Dubai’s status as a global technology leader.

According to a report by the Emirates News Agency (WAM), DEWA is now the first government entity and the first utility worldwide to provide its services directly through AI platforms. This move goes beyond traditional websites and smart applications, allowing the authority to engage with customers where they increasingly operate.

Saeed Mohammed Al Tayer, MD and CEO of DEWA, described the initiative as a fundamental transformation in service delivery. “The ‘AI Integration and Operating Services’ initiative is a pivotal step in our journey to reshape government services in the AI era, transitioning from traditional digital interaction models to a comprehensive service system integrated with global AI platforms,” he said. Al Tayer added that the integration enables users to access DEWA services through intelligent conversational interfaces, including ChatGPT and multi-agent systems.

The launch reflects Dubai’s broader ambition to become a global hub for artificial intelligence and sustainable innovation. Through the ChatGPT platform, DEWA customers can now access a range of services, including bill inquiries, account details, billing support, and information on Electric Vehicle Green Charger locations. Users can also find directions to the nearest charging stations and access details about Customer Happiness Centre locations, working hours, and contact channels.

Al Tayer noted that the move strengthens DEWA’s pioneering role in adopting advanced smart solutions. “Launching DEWA’s services through ChatGPT Apps Directory strengthens our pioneering role in adopting advanced smart solutions and delivering resilient, proactive and secure services,” he said, highlighting the authority’s focus on customer convenience, security, and operational efficiency.

The authority indicated that additional services will be gradually introduced, aligned with DEWA’s governance, security, and privacy framework. The integration aims to make service access seamless, offering users reliable and responsive support while demonstrating how government entities can use AI to improve public engagement.

Experts see the move as a model for other government organizations worldwide, showing how artificial intelligence can transform service delivery and enhance customer experience. By combining digital innovation with AI-powered conversational interfaces, DEWA is setting a benchmark in utility management and customer interaction.

As Dubai continues to position itself at the forefront of technological advancement, DEWA’s latest initiative highlights the city’s commitment to adopting innovative solutions that enhance efficiency, sustainability, and the quality of services provided to residents and businesses.