TLDR: The Sharjah Electricity, Water and Gas Authority (SEWA) has launched an upgraded version of its “Nafa’a” AI-powered virtual assistant. This enhancement aims to significantly improve customer service and operational efficiency by digitally handling approximately 90% of customer support tasks across 40 services, available 24/7. “Nafa’a” has received international recognition, including the Best Digital Transformation Award at the GovInsider Innovation Awards.
Sharjah, UAE – The Sharjah Electricity, Water and Gas Authority (SEWA) has announced the launch of an enhanced iteration of its “Nafa’a” AI-powered virtual assistant, marking a significant stride in its commitment to elevating public service quality and integrating advanced artificial intelligence technologies. This strategic initiative underscores SEWA’s dedication to digital transformation and customer-centric innovation.
Dr. Hussein Al Askar, Director of the Customer Service Department at SEWA, lauded “Nafa’a” as a pivotal development within the UAE’s digital services landscape. He highlighted the assistant’s expanded capabilities, noting that it now digitally manages approximately 90% of customer support duties. This comprehensive coverage spans 40 distinct services, with some processes fully automated without human intervention, while others involve collaborative efforts with SEWA staff. This hybrid approach ensures both flexibility and enhanced customer satisfaction, aiming for world-class service efficiency.
The “Nafa’a” AI virtual assistant offers robust, AI-powered functionality and round-the-clock support. It is designed to handle a wide array of customer inquiries and tasks, including but not limited to:
Inquiring about bills and facilitating payments.
Managing connections for electricity, water, and gas services.
Opening or closing customer accounts.
Updating customer and property information.
Tracking service requests.
Identifying causes of service outages.
Reporting emergencies and providing swift solutions.
These services are accessible 24/7 from any location, providing unparalleled convenience to SEWA’s clientele.
SEWA’s pioneering efforts in developing “Nafa’a” have garnered significant accolades on the international stage. The virtual assistant was honored with the prestigious Best Digital Transformation Award at the GovInsider Innovation Awards held in Singapore, and it also received the GCC Customer Service Excellence Award. These recognitions solidify SEWA’s reputation as a leader in innovation and digital service delivery.
Khalid Dhiab, Customer Service Operations Consultant at SEWA, elaborated on the technical advancements, stating that the integration of “Nafa’a” with internal and external SAP systems via SEWA’s website and mobile application has enabled extensive automation. This integration has dramatically reduced processing times for various requests. As a notable example, the system can now execute bill installment requests in a mere 60 seconds, a stark improvement from the previous timeframe of 30 to 60 days. This efficiency gain significantly streamlines operations and enhances the overall customer experience.
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According to SEWA, “Nafa’a” has transcended its role as a mere digital tool, evolving into a symbol of governmental innovation in community service. By seamlessly combining efficiency, speed, and precision, it sets a new benchmark for digital transformation not only within the UAE but across the broader region. This initiative reflects SEWA’s forward-thinking approach to leveraging technology for public benefit and operational excellence.
