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

White House Utility District saves staff up to an hour a day with Paymentus chatbot

White House Utility District, a large Tennessee water and sewer utility, faced a challenge in providing 24/7 customer service to its 39,000 customers with a limited staff of only four Customer Care Specialists. They partnered with Paymentus to implement the Paymentus Chatbot, an AI-driven solution, to offer always-on self-service for billing, payment, and account management needs.

Paymentus implemented a customized chatbot that could accept payments, answer nearly 100 routine questions, check balances, and direct users to live help. The solution processed nearly 25,000 conversations in seven months, saving staff an estimated hour per day and reducing call volumes. It achieved an average customer feedback rating of 4.07 out of 5, demonstrating its success for both the utility and its customers.

White House Utility District