City of Winter Haven Selects POWERCONNECT.AI's Agent360 to Transform Customer Service with AI-Powered, Real-Time Intelligence

TAMPA, Fla. —

AI-powered platform will unify telephony, smart meter, and customer information systems, empowering customer service representatives with instant access to critical information for faster, smarter, and more personalized customer support.

WINTER HAVEN, FL – November 9, 2026 – POWERCONNECT.AI, a leading provider of AI-powered customer engagement solutions for utilities, today announced that the City of Winter Haven, Florida, has selected its Agent360 platform to modernize customer service operations and empower customer service representatives with real-time information and AI-driven assistance.

The initiative marks a significant step in the City's commitment to enhancing the customer experience while equipping its customer service team with innovative technology to work more efficiently, make informed decisions, and deliver exceptional service to the community.

One Platform. All the Information. A Better Customer Experience.

Utility customer service representatives often navigate multiple applications to retrieve customer account information, billing details, smart meter data, and service history while assisting customers over the phone. This fragmented approach can create inefficiencies, increase call handling times, and make it more challenging to deliver a seamless customer experience.

Agent360 is designed to change that.

By integrating with the City of Winter Haven's existing telephony systems, smart meters, and Customer Information System (CIS), Agent360 will bring critical customer information together into a single, intelligent workspace.

Instead of switching between multiple applications, customer service representatives will be able to access relevant account details, billing information, consumption history, and service-related insights directly within Agent360, providing a more complete understanding of each customer's needs during live interactions.

Powered by artificial intelligence, the platform will retrieve, organize, and present relevant information in real time, helping agents resolve inquiries more efficiently, reduce manual research, and deliver more informed, personalized assistance.

Empowering Agents, Not Replacing Them

At the heart of this initiative is a commitment to using artificial intelligence to empower the City's customer service representatives rather than replace the human element of customer service.

Agent360 will act as an intelligent AI assistant, supporting agents throughout customer interactions by delivering contextual information, relevant insights, and immediate access to critical customer data.

Kyle Reeves, Assistant Customer Service Manager for the City of Winter Haven, commented:

"Our goal is to give our customer service team the tools and information they need to better serve our customers and deliver exceptional service. Today, our team has to navigate several different systems just to find the information they need while helping a customer. With Agent360, we're bringing that information together in one place and making it available in real time. This will allow our team to spend less time searching for information and more time helping customers. At the end of the day, it's about making it easier for our employees to deliver a premier experience while improving the experience for our customers. We're excited about the opportunities this technology brings to both our employees and the community we serve."

Connecting Existing Systems Without Replacing Them

A key advantage of POWERCONNECT.AI's approach is its ability to unlock the value of existing utility technology investments without requiring costly, disruptive system replacements.

Agent360 will integrate with the City's current technology environment, creating a unified, AI-powered experience while preserving its existing CIS, telephony, and smart metering infrastructure.

Key capabilities will include:

Real-Time Customer Intelligence: Instant access to relevant customer account information, billing details, consumption history, and service-related data.

Unified Agent Workspace: A single, intelligent interface that brings together information from telephony, smart meters, payment systems, and CIS applications.

AI-Powered Agent Assistance: Contextual insights and intelligent information retrieval to support customer service representatives during live customer conversations.

Reduced Application Switching: Less time navigating multiple systems and more time focused on assisting customers.

Faster Customer Resolutions: Improved access to information designed to reduce call handling times and increase first-call resolution rates.

Future-Ready Architecture: A scalable foundation for expanding AI-powered customer engagement and operational capabilities as the City's needs evolve.

Steve Dawson, Founder and CEO of POWERCONNECT.AI, stated:

"This is exactly where we see the future of utility customer service heading. It's not about replacing the systems utilities have invested in, and it's certainly not about replacing their people. It's about connecting those systems, unlocking the information inside them, and putting AI directly into the hands of customer service representatives. When an agent answers a call, they shouldn't have to navigate five different applications to understand the customer. Agent360 brings that intelligence together in real time. We're excited to partner with the City of Winter Haven and help its team deliver an entirely new level of customer experience."

Building the Next Generation of Utility Customer Service

With the selection of Agent360, the City of Winter Haven is taking an important step toward a more connected, intelligent, and customer-centric service model.

By combining its existing utility infrastructure with real-time AI assistance, the City aims to improve operational efficiency, empower its employees, and make every customer interaction more informed, efficient, and productive.

The partnership also establishes a foundation for continued innovation, demonstrating how utilities can embrace artificial intelligence to modernize customer engagement while maximizing the value of their existing technology investments.