DEWA integrates assistant AI across digital platforms to accelerate service design
DEWA integrates assistant AI across website, apps and internal systems to speed service design and improve digital customer experience in Dubai safely.
Dubai Electricity and Water Authority (DEWA) announced the integration of assistant AI across its public-facing website, mobile applications, employee smart-office tools, dashboards and other internal platforms. The deployment, focused initially on service design, digital customer experience and experience-quality monitoring, positions assistant AI at the centre of DEWA’s digital transformation. The utility described the move as a strategic shift from conventional digital interactions toward an integrated service ecosystem supported by advanced AI capabilities.
DEWA integrates assistant AI across digital platforms
DEWA said the assistant AI has been activated on priority channels including the corporate website, the consumer-facing smart app and internal staff tools. Implementation also covers data dashboards and a dedicated digital systems testing centre of excellence to validate AI-driven workflows. The authority emphasized that these platforms will collaborate to streamline service delivery and provide a more consistent customer journey.
CEO frames move as alignment with Dubai’s AI leadership directives
Saeed Mohammed Al Tayer, Managing Director and CEO of DEWA, linked the integration to strategic directives from His Highness Sheikh Mohammed bin Rashid Al Maktoum to advance Dubai’s leadership in AI and future technologies. Al Tayer described the initiative as part of DEWA’s transformation into a service-oriented global institution where assistant AI becomes an integral operational and service layer. He added that the authority will continue to adopt cutting-edge AI applications that support faster delivery and higher service quality.
Operational gains in design, development and quality monitoring
DEWA reported that assistant AI has already supported the design, programming and development of digital services and platforms. The authority said the technology helped standardize its design system, enabling automated generation of digital components and continuous monitoring for deviations from approved standards. According to DEWA, these capabilities reduced the time needed to produce digital components and improved design consistency across digital interfaces by around 80 percent.
Adoption of Microsoft 365 ‘Copilot Cowork’ for workplace automation
As part of the rollout, DEWA said it is the first government entity in the UAE to adopt the “Copilot Cowork” capability within Microsoft 365 across its institutional environment. The integration is intended to enable self-executing, assistant-driven workflows in day-to-day office operations and collaboration tools. Officials said the move is designed to increase productivity, streamline knowledge work and accelerate decision-making within teams while embedding AI into institutional processes.
Governance, security and alignment with national AI strategies
DEWA stressed that the expansion of assistant AI will follow stringent governance, security and privacy standards. The authority linked its measured approach to the UAE’s National AI Strategy 2031 and long-term objectives under the UAE Centennial 2071. DEWA said it has established technical and policy foundations that allow safe, controlled adoption of AI capabilities while protecting customer data and maintaining service integrity.
Early adoption and plans for gradual expansion
DEWA described the current phase as a deliberate, prioritized activation that uses existing technical infrastructure to bring assistant AI online quickly. The authority noted that an institutional Centre of Excellence will test digital systems and oversee quality assurance before broader rollouts. Officials indicated that further expansions will be guided by operational readiness, governance outcomes and measurable improvements in customer experience.
This integration represents a notable step in how a major UAE utility situates assistant AI within core service and operational frameworks. DEWA’s announcement underscores a pragmatic approach: deploying AI where it can accelerate design and delivery, while instituting oversight mechanisms to manage risks. The authority said customers and internal users should expect progressively smoother digital interactions and faster service execution as the rollout continues.
