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Debt follows patterns. We change the outcome.

WATER UTILITIES | PREVENTING A MISSED PAYMENT

All figures and events are illustrative.

Customer's latest water bill is 45% higher than normal. A possible leak has been reported. The next payment is due in seven days.

Knowledge
Intelligence
Judgement
Approved action
Outcome

Sources

  • Billing history
  • Payment behaviour
  • Service records
  • Customer interactions
  • External data, where lawfully justified

Unexpected bill increase. Possible unresolved leak. Payment approaching.

Outcome evidence added to knowledge.

Patterns

LowModerateElevated

Risk of a missed payment

Elevated risk of a missed payment. Potentially avoidable through early intervention.

New evidence informs the next decision.

Options

  • Standard payment reminderDoes not address the cause.
  • Address the leak and billing issue firstSelected. Targets the likely driver.
  • Refer to recoveryNot proportionate at this stage.

Recommended treatment. Not autonomous authority.

Address the possible leak and billing issue before the payment date. Offer appropriate support.

Checks

  • Client procedures
  • Permissions
  • Contact preferences
  • Regulatory safeguards

Initiate a supportive digital voice conversation about the unexpected bill.

Outcome

  • Leak investigation arranged
  • Disputed charges referred for review
  • Appropriate payment support offered
  • Follow-up date set

Intervention completed. Outcome review scheduled.

Arrears prevention is measured at review, not assumed.

Live voice call

Digital voice agent leading

Human specialist

Leads the conversation. Holds decisions that need human authority.

Digital voice agent

Live. Using approved information.

Digital assistant. Silent, supporting the specialist.

  • Leak investigation available
  • Billing review required
  • Consider appropriate payment support

Supplies to the specialist

  • Customer history
  • Reason for contact
  • Previous interactions
  • Procedures and policy
  • Recommended next actions
  • Information still required
Original prediction

Elevated risk of a missed payment.

Intervention

Billing investigation and early customer support.

Observed outcome

Payment maintained. Billing issue resolved.

Evaluation

Compared against a baseline or control group, to test whether the intervention contributed.

A good outcome is observed. Whether the intervention caused it is tested.

01Identifies and acts on emerging payment difficulties before they become arrears.

02Operates the complete service, combining digital voice agents with integrated human specialists.

03Measures what actually happened, and uses tested evidence to improve the next intervention.

CONTINUOUS IMPROVEMENT

Outcome evidence informs the next decision.

EvaluateTestApproveImprove