Dubai's AI Leap: Utility Services via ChatGPT

Utility Bills and Customer Service Accessible via ChatGPT: Dubai's New AI Leap

Dubai once again sets an example in digital transformation: the Dubai Electricity and Water Authority (Dewa) has become the world's first utility provider to officially make its services available via the ChatGPT platform. This is not only the first such step in the global utility sector but also the first government entity to offer customer service on an AI-based platform. The innovation aims to simplify the customer experience, increase efficiency, and strengthen Dubai's position as a global hub for AI and sustainable technologies.

What does Dewa offer through ChatGPT?

The ChatGPT integration allows Dubai residents to access the following through simple, natural language conversations:

Inquiring about Dewa bills

Checking balance and payment status

Finding locations and routes to EV Green Charger stations

Accessing opening hours and addresses of customer service centers

Reaching out through contact channels

Other billing or customer service information

The service is accessible through the ChatGPT application library and is fully integrated with the official Dewa systems. This is not just a chatbot customer service but a comprehensive AI-based system built on a multi-agent architecture operating in the background.

A New Level of Digital Development

With this step, Dubai is not only following global trends but actively shaping them. An administration model based on artificial intelligence is increasingly becoming a reality, where citizens can conduct official affairs not just through apps and websites but also via natural language interfaces.

According to Dewa's leadership, this model transitions service delivery from the "digital interaction era" to a new era—the "AI-based service system" era. This vision aligns with Dubai's artificial intelligence strategy, aiming for efficient, proactive, and secure service delivery to improve residents' quality of life.

ChatGPT: An Increasingly Popular Tool Among UAE Residents

The openness to artificial intelligence can be felt throughout the country. According to OpenAI data, the number of active ChatGPT users in the United Arab Emirates has tripled over the past year. About 60% of residents aged 18–24 and half of those aged 25–34 use the platform weekly for various purposes, from education to work tasks to administration.

This data clearly shows that digital awareness and trust in AI are growing strongly among the country's younger generations. Dewa's decision to provide its services on this platform is therefore not just a technological innovation but a conscious response to changing consumer behavior.

Sustainable and Smart City: Dubai's Long-term Vision

Dewa has always been at the forefront of innovation, whether it concerns solar-powered networks, smart meters, or green charging infrastructure. The AI integration is further proof that Dubai's long-term strategy isn’t just about spectacular constructions but about building a future-proof, intelligent urban ecosystem.

The goal is for all public services to be accessible to city dwellers on a single intelligent, conversation-based platform without needing to download separate apps, fill out forms, or browse websites extensively. With a simple conversation started on a mobile phone, all important information becomes available.

What's Next?

Dewa's initiative may inspire other state and semi-state players within the UAE to implement similar integrations. It's conceivable that in the future, for example, visa processing, paying traffic fines, or booking healthcare appointments could all be handled through a single, intelligent conversation.

Dubai aims to become one of the world's most advanced artificial intelligence centers by 2031, and milestones on this path are precisely initiatives like this. Dewa's ChatGPT integration is not just a technological innovation but a strategic decision that opens a new era in government services.

Summary

The Dubai Electricity and Water Authority has elevated customer service to a new level by being the first to make its public services available via ChatGPT. The initiative perfectly fits Dubai's vision, where artificial intelligence and sustainable innovation play key roles in enhancing quality of life and urban efficiency. From now on, residents can access their most important utility bills, charging points, or customer service information with just one question—all through an intelligent platform that evolves and learns every day. Dubai has once again proven: the future has already begun.