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Northumbrian Water, as a regulated utility, faces challenges in meeting strict regulatory requirements while managing a high volume of customer inquiries, many of which are for information readily available online. This leads to operational inefficiencies and a significant carbon footprint from traditional communication methods. There's a need to enhance customer service, improve resource optimization, and promote water conservation through digital channels.
Northumbrian Water is a leading water and sewerage company serving over 2.7 million people in the North East of England. They are committed to innovation, sustainability, and providing excellent customer service.
This project is expected to result in significant operational efficiency gains, reduced carbon footprint, improved customer satisfaction, and enhanced resource optimization. By shifting simple inquiries to a digital channel, Northumbrian Water can reduce call centre energy usage, minimise paper waste, and improve overall sustainability efforts. The enhanced Alexa skill will empower customers to become more proactive in managing their water consumption, contributing to long-term water conservation.