SEWA launches the enhanced "Nafa'a" AI virtual assistant

Dr Hussein Al Askar, Director of the Customer Service Department, praised "Nafa'a" as a watershed moment in the UAE's digital services sector. The assistant now performs around 90% of customer support duties digitally, encompassing 40 different services—some totally automated without human intervention and others in collaboration with staff—ensuring flexibility, improved customer happiness, and service efficiency at world-class levels.

AI-powered functionality and 24x7 support

"Nafa'a" manages tasks such as asking about bills and making payments, connecting electricity, water and gas, opening or closing accounts, updating customer and property information, tracking service requests, identifying outage causes, reporting emergencies; and providing quick solutions—all of which are available 24/7 from any location.

Awards and International Recognition

SEWA's efforts to produce "Nafa'a" have received significant honours, including the Best Digital Transformation Award at the GovInsider Innovation Awards in Singapore and the GCC Customer Service Excellence Award, cementing the company's image as a leader in innovation and digital services.

Integration and increased operational efficiency

Khalid Dhiab, Customer Service Operations Consultant, stated that integrating "Nafa'a" with internal and external SAP systems via the website and mobile app allowed for broad automation, significantly lowering processing times. For example, the system can now execute bill instalment requests in 60 seconds, compared to 30–60 days previously.

A symbol of government innovation

According to SEWA, "Nafa'a" has transformed from a digital tool to a symbol of government innovation in community service, setting a standard for digital transformation in the UAE and across the region by combining efficiency, speed, and precision.