water & sanitation

Water utility customer service outsourcing

AI agents handle service requests, billing questions, and water quality concerns in 65+ languages, keeping communities connected to this critical public utility.

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Four beige tanks in an outdoor water treatment setup with blue piping.

how it plays out

Real contacts, minute by minute.

Phone Spanish

"My water bill is three times what it normally is"

Abnormal billing inquiry suggesting possible leak

AI pulled usage history and flagged anomalous spike
Asked about recent plumbing work or running toilets
Recommended leak check procedures and offered free meter test
Scheduled field technician visit to inspect meter and lines

Inspection scheduled possible leak identified early

Web Chat Vietnamese

"The water coming from my tap looks brown"

Water quality complaint from resident

AI asked about duration, which fixtures, and hot or cold water
Checked for active main flushing or construction in the area
Provided immediate guidance: run cold water for several minutes
Filed water quality report and scheduled sampling if issue persists

Guidance provided quality report filed

SMS Mandarin

"How do I start water service at my new address?"

New service connection request

AI confirmed address was in service district
Collected account holder name, requested start date, and ID
Initiated new service order in billing system
Sent confirmation with first bill estimate and payment options

Service activated new customer onboarded

Email Haitian Creole

"I can't afford to pay my water bill this month"

Payment hardship request from low-income household

AI provided information about assistance programs in Creole
Screened for Low Income Household Water Assistance eligibility
Offered extended payment arrangement to prevent shutoff
Connected to community partner for additional financial assistance

Shutoff prevented family kept connected

the team behind it

Faces, not a queue.

real members of the global team

Utility Customer Specialists

Billing analysis, payment plans, and hardship program enrollment
Water quality response and field service coordination
Multilingual community outreach for conservation and infrastructure programs

65+ Languages

Human agents providing support in 65+ languages
Real-time AI translation for rare language pairs
Cultural context training for every market we serve

Follow-the-Sun Coverage

Operation centres in Canada, Bolivia, Nicaragua, the Philippines and China
Smooth handoff between time zones with shared context
Holiday and weekend coverage without overtime costs

the part nobody prices in

Give each water-service report a clear owner

A high bill, a supply interruption and a water-quality complaint need separate intake paths. Record the service location and what the resident observed, then use the water utility’s approved procedure to decide the next handoff.

Configure HeroDash custom fields for service address, account reference, observation time and request type. Conditional ticket triggers can route billing reviews and water-quality reports to different owners and keep a timeline of the action. This is a proposed support configuration; sampling, field work and account-system changes need separately agreed responsibilities.

Keep the current public advisory and its update time available to agents. Water-quality advice should follow the utility’s current instructions for that location. Before launch, test how a report reaches the responsible operations team and how the resident receives an update when the first contact cannot settle the issue.

what comes off the call

The water-service enquiry record

Use the utility’s approved intake form and retain the resident’s description.

Service address, district and verified account reference
Billing, supply interruption or water-quality request category
Observation time and the resident’s description of the issue

Meter or usage details relevant to an account enquiry
Current advisory checked and operations team notified
Action acknowledged, resident update and next responsible owner

For electricity and gas accounts, see energy utility customer support.

questions

What buyers ask before they sign.

How much does it cost?

AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.

How fast can you start answering our phones?

Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.

Do you answer in Spanish?

Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.

Can I mix AI and live agents on one number?

That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.

How should a water-quality complaint be answered?

Capture the location, time and resident’s description, then follow the utility’s current advisory and escalation instructions. The response should identify the responsible team and the next update. A call-center conversation alone cannot establish that water is safe.

Can agents offer payment assistance?

Use the utility’s current program list, eligibility instructions and approval limits. Record the request and route exceptions to the authorized team. Check that a program is still available before offering it; historical examples do not establish current eligibility.

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start

Map your billing and water-service enquiries

Bring your intake forms and escalation instructions. We will scope multilingual coverage and follow-up ownership.

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