UK’s first conversational voice AI agent launched for water utilities customer service

Absolute Intelligence UK Ltd has announced the launch of Helen, the UK’s first conversational voice AI agent designed to revolutionise how water utilities engage with customers.

The company says that for the first time, voice-based artificial intelligence can seamlessly take over real-time customer service and call centre activities traditionally handled by human agents.

Helen supports Meter Reading, Debt Collection, and General Customer Support for customers.

Leveraging advanced conversational voice AI and natural language understanding (NLU), Absolute Intelligence says Helen can handle complex, regulated conversations with compliance and warmth. By deploying these AI assistants, the company says that utility providers can reduce waiting times to seconds, enhance customer satisfaction, and significantly lower operational costs all while maintaining full regulatory compliance.

“This is a landmark moment for the UK utilities industry,” said Lionel Thain, CEO of Absolute Intelligence UK Ltd. “For the first time, AI can hold real conversations with customers about their water utility needs from meter readings to debt collection without human intervention, but with the empathy and accuracy customers expect.”

“We’re empowering utilities to deliver 24/7 intelligent service that feels genuinely human,” added Keith Hamilton, Chief Commercial & AI Strategy Officer. “Helen demonstrates how AI can enhance, not replace, the customer experience.”