The City of Lubbock Utilities is redefining customer service with the launch of Agent360, an AI-powered agent assistance platform from POWERCONNECT.AI. Designed specifically for the utility industry, the platform equips customer service representatives with real-time knowledge, guided prompts, and streamlined access to critical systems — enabling faster, smarter, and more connected support for every customer.
Facing rising demands on utility contact centers, the City of Lubbock Utilities is investing in tools that empower its frontline staff.
“Our mission is to make every agent & customer interaction easier and more impactful,” said Clint Gardner, Chief Customer Officer at City of Lubbock Utilities. “With Agent360, we’re putting powerful technology directly in the hands of our agents — so they can serve our community with greater speed, confidence, and care.”
Agent360 integrates seamlessly with the City of Lubbock Utilities’ customer information system (CIS), billing, and payment platforms, while also centralizing internal training documents, FAQs, and website resources. Administrators can easily update content, upload new materials, and maintain a knowledge base that evolves alongside customer needs — all within one intelligent interface.
The results? Fewer delays, faster resolutions, and a more personalized experience for every customer who reaches out.
“We’re thrilled to support the City of Lubbock Utilities’ forward-thinking approach,” said Steve Dawson, CEO of POWERCONNECT.AI. “This isn’t just about AI — it’s about giving agents the tools to excel and making every customer feel heard, understood, and valued.”
With a successful rollout now complete, the City of Lubbock Utilities plans to expand the Agent360 platform into additional departments — reinforcing its long-term commitment to innovation, service excellence, and community-first utility operations.
Hear directly from the City of Lubbock Utilities team in their video testimonial and see how AI is transforming their approach to customer service.
About City of Lubbock Utilities
City of Lubbock Utilities (COLU) serves as the centralized billing and customer service office for the City of Lubbock's municipal utilities, including water, wastewater, stormwater, and solid waste services. By consolidating these services, COLU aims to provide residents and businesses with streamlined account management and enhanced customer support. Through ongoing investments in technology and infrastructure, COLU is committed to delivering reliable, efficient, and responsive utility services that meet the evolving needs of the Lubbock community.
About POWERCONNECT.AI
POWERCONNECT.AI is a leading provider of AI-powered solutions purpose-built for the utility industry. Its flagship platform, Agent360, helps utilities streamline operations, enhance customer experience, and reduce service costs. The platform includes advanced webchat conversational AI and a customer self-service portal, enabling faster issue resolution and 24/7 digital support. With deep integrations into CIS, billing, payment, and knowledge management systems, POWERCONNECT.AI delivers real-time automation, intelligent insights, and multilingual support across every touchpoint. Trusted by utilities across North America, POWERCONNECT.AI is reshaping how utility providers connect with their communities through smarter, faster, and more human-centered AI.