WASD launches new, AI-enhanced telephone system

The Water and Sewer Department (WASD) is committed to providing excellent customer service while delivering high-quality drinking water to 2.8 million customers. Our WASD Customer Care Call Center handles approximately 400,000 calls a year, so it’s vital to intake, assign and resolve calls as efficiently as possible.

To enhance the customer experience, WASD has upgraded its Customer Care Call Center with a new, state-of-the-art telephone system, which will debut on April 22, 2025.

Key enhancements of the new system include:

• AI-Driven, Virtual-Agent Assistance: Customers can now use natural speech to navigate the system, eliminating the need to press buttons through multiple menu options
• 24/7 Self-Service Features: Customers will have immediate access to their account information and automated self-service options 24 hours a day, 365 days a year
• Faster Service with Live Agents: During regular business hours, customers can still choose to speak with a live customer service representative. The system will seamlessly transfer all collected information to the representative, ensuring a smooth transition without repetitive questioning

This enhanced system will allow WASD to handle calls more efficiently, reduce wait times, and provide a more user-friendly experience for all customers.

WASD’s Customer Call Center phone number is 305-665-7477.