POWERCONNECT.AI, a leading provider of AI-driven customer experience solutions for the utility industry, today announced a collaboration with the Albuquerque Bernalillo County Water Utility Authority (Water Authority) to enhance customer engagement through AI-powered digital assistance.

As part of this collaboration, POWERCONNECT.AI will deploy its AI-powered webchat on the Water Authority’s website, enabling 24/7 customer support in multiple languages. The AI assistant will help customers quickly access information, navigate services, and receive timely answers—improving accessibility and overall customer experience.

This collaboration began when the two organizations first connected at the Oracle Utility User Group (OUUG) and has progressed through several successful pilots. The Water Authority is now preparing to launch the AI webchat publicly, marking a major milestone in its digital transformation journey.

“Our goal has always been to make it easier for our customers to get the help they need, when they need it,” said Celeste Rael, Customer Operations Administrator at the Water Authority. “POWERCONNECT.AI has been a true collaborator throughout this process. The pilots showed us how AI can improve access, reduce friction, and support customers across languages—while aligning with our existing systems and operational goals.”

In the next phase of the collaboration, POWERCONNECT.AI will extend its capabilities to provide real-time AI assistance for customer service agents, enabling faster responses, improved accuracy, and more consistent interactions. The platform will seamlessly integrate with the Water Authority’s Oracle Customer Care and Billing (CCB) system and payment platforms, ensuring a unified and consistent experience across all customer touchpoints.

“Adopting AI is a journey, and utilities need the space and support to test, learn, and gain confidence before making a decision,” said Steve Dawson, Founder & CEO of POWERCONNECT.AI. “Our role is to take utilities by the hand—guide them, support them, and be there every step of the way. For us, this isn’t about selling a piece of technology. It’s about earning trust and acting as true AI advisors who understand the utility industry and speak their language.”

This phased deployment reinforces the Water Authority’s commitment to innovation, customer accessibility, and operational excellence—while establishing a scalable foundation for future AI-driven enhancements.