Dubai Electricity and Water Authority (Dewa) has started offering key customer services through ChatGPT, allowing residents to make bill inquiries and request account-related assistance as the UAE continues to expand its adoption of artificial intelligence.
In a statement issued on Sunday, Dewa said customers can use ChatGPT to access account details, check billing information, and obtain support services without going through traditional service channels.
The Dubai utility provider added that the AI-based access will also help customers locate EV Green Charger stations, including directions to the nearest available charging point.
Users can also request information about Dewa’s Customer Happiness Centres, including their locations, operating hours, and official contact channels.
Dewa said it is the first government entity and the first utility provider globally to make its services available through AI platforms.
Saeed Mohammed Al Tayer, managing director and CEO of Dewa, said the move reflects shifting customer preferences as more people turn to AI tools as their primary way of interacting with service providers.
“Today, the world is witnessing a fundamental shift in customer behaviour, with AI platforms becoming a primary channel for interacting with government and service entities. Launching Dewa’s services through ChatGPT Apps Directory strengthens our role in adopting advanced smart solutions and delivering resilient, proactive and secure services that enhance quality of life and provide a seamless customer experience, while supporting Dubai’s position as a global hub for AI and sustainable innovation,” he said.
He described the launch as part of a wider initiative aimed at integrating government services with global AI platforms.
“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. This enables direct access to Dewa’s services through intelligent interactive platforms, including natural conversational interfaces such as ChatGPT and multi-agent systems,” Al Tayer added.
Dewa said more services will be rolled out in phases, guided by its governance, security and privacy framework.
The launch comes as AI adoption continues to grow rapidly in the UAE, with OpenAI previously reporting that the number of ChatGPT users in the country tripled over a one-year period, and that around 60 per cent of residents aged 18 to 24, along with half of those aged 25 to 34, use the platform weekly.
