Case Study: Southern Water achieves 60% improvement in first-call resolution and 25% fewer unnecessary call outs with eGain Knowledge+AI

Southern Water - Customer Case Study

Southern Water, which supplies drinking water and treats wastewater for millions of customers across the south east of England, faced a high volume of operational enquiries handled by a 150‑person call centre. The business challenge was to improve customer satisfaction and cut wasted field visits by enabling agents to diagnose complex issues more accurately and resolve more calls on first contact.

Southern Water implemented eGain Knowledge+AI, integrating its Guided Help AI with the customer service management and geographic systems so agents access conversational, scenario‑based guidance and pass structured information to field teams. The change boosted single‑call resolution by 60%, halved agent training time, and cut unnecessary call‑outs by 25% within nine months, while improving consistency and productivity across customer and field operations.

Southern Water

Neil Hawkes

Call Centre Manager