Case Study: White House Utility District achieves 24/7 customer service and self-service efficiency with Paymentus Chatbot

Adding a New Level of 24/7 Service with Chatbot

White House Utility District, a large Tennessee water and sewer utility, faced the challenge of meeting the diverse payment and service needs of its 39,000 customers with a limited staff of only four customer care specialists. They partnered with Paymentus to implement a 24/7 self-service solution that could handle billing, payment, and account management inquiries outside of office hours.

Paymentus implemented an AI-driven chatbot that could accept payments, answer account questions, check balances, and direct users to live help. The solution led to nearly 25,000 conversations in seven months, processing one payment for every seven interactions. This resulted in decreased call volumes and walk-in payments, saving the customer care team an estimated hour per day while achieving an average customer satisfaction rating of 4.07 out of 5.

White House Utility District

Tammy Barlow

Office Manager