Case Study: a major UK water utility achieves compliant communications at scale with Twistag

a major UK water utility saves 18 hours a week with Twistag

A major UK water utility faced a significant challenge in ensuring consistency and compliance across thousands of monthly communications from its 6,000 employees. With no reliable way to enforce its internal guidelines under deadline pressure, the utility risked eroding public trust and faced potential regulatory issues from non-compliant language. Twistag was engaged to build an AI communications assistant to address this.

Twistag implemented a Chrome extension that integrates into the utility's existing browser-based tools, scoring drafts in real-time against five custom dimensions calibrated to the client's needs. The solution, powered by OpenAI and Google Cloud Platform, saved the communications team 18 hours per week and processes over 3,000 communications monthly. Most significantly, the pilot recorded zero non-compliant language flags in regulatory bulletins, effectively removing a major category of risk for the utility.