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DEWA - RAMMAS - Coggle Diagram
DEWA - RAMMAS
Expected Business outcome
Improved customer satisfaction
Enhanced Customer Engagement
Efficient Query Resolution
Multilingual support
English
Arabic
Data Driven Insights
Scalability & Flexibility
Continuous Improvement
Background
provides water and electricity
is one of the best utilities in the world
RAMMAS
Current AI-Powered virtual employee
access channels
Website
SmartApp
Instagram
Facebook
Google Home & Amazon Alexa
WhatsApp
Need
Integrate with GenAI/ChatGPT
create human like conversation experience
High Level Requirements
most important note
Information Security
Compliance
Scope
Requirements Gathering and Analysis
Interviews & workshops with DEWA Stakeholders
Identify the most common and critical customer enquiries
Define KPI to measure success of the rebuilt RAMMAS
Customer Satisfaction ratings
Response accuracy
average response time
Technology Evaluation & Selection
Data Collection & Preprocessing
Model Training & Fine-Tuning
Contextual Understanding
Testing & QA
Continuous Improvement
Project Management
Deliverables
GenAI/ChatGPT integrated with Virtual Employee
Trained GenAI/ChatGPT Model
Dataset for Training
API Integration
Multilingual Support
Context Management System
UI enhancements
Security & Privacy measures
Testing & QA Reports
Documentation
Training Materials
Continous Improvement Plan
PM Documentation
UAT results
Final Deployment & Implementation
Tender Submission Format
Technical Response
Annexure document provided by DEWA to be updated
Commercial Response