How Irish Water achieved a 70% CSAT score in a high-stress utilities environment with Ami AI

70%

average CSAT score achieved with Ami AI.

40%

of users gave the highest possible rating.

faster query resolution with fewer unnecessary escalations and an improved overall CSAT.

The challenge

The customer service challenge at Irish Water

In the utilities sector, customer support is often called upon only when something has gone wrong, such as a water outage or disruption. These high-stress scenarios make it difficult to maintain strong customer satisfaction (CSAT) scores.

When Ami AI partnered with Irish Water, the aim was clear: improve the customer experience even when queries were urgent and sensitive. Customers needed fast, relevant information without friction. Yet vague queries, repetitive chatbot interactions, and limited online content often slowed down resolution times and created frustration. Overcoming these barriers was essential to lifting satisfaction levels and reducing pressure on customer service teams.

Our approach

Ami AI’s approach to smarter service

To increase satisfaction, Ami, the conversational AI developed by Ami AI, focused on three key strategies:

Guiding customers with concise, actionable language.
Keeping knowledge up to date based on live customer needs.
Escalating only when necessary, with clear next steps.

For example, when a customer reports having no water, Ami can instantly check for local outages, gather key details, and provide tailored advice. Ami’s ability to hold context means it avoids repeating unnecessary questions, making conversations feel faster and more natural.

When escalation is required, Ami gives clear, purposeful instructions such as “click here” or “call this number now” to ensure customers know exactly what to do next. Behind the scenes, Ami is continuously updated to reflect the latest service content and customer behaviour, improving accuracy over time.

The results

The results – Higher satisfaction, faster support

Since implementation, Ami has played a major role in improving the customer experience at Irish Water:

70% average CSAT score achieved.
40% of users gave the highest possible rating, with a marked improvement in the Irish Water’s  overall CSAT.
High volumes of queries resolved quickly and effectively, with fewer escalations.

By combining smart triage, natural dialogue, and real-time knowledge, Ami AI has shown that even in a challenging sector, digital service can be fast, effective, and ‘human’.

How could Ami AI help your organisation?

Ami turns your website into a high-performing sales and support engine. From boosting e-commerce conversions to handling FAQs and post-sale queries, Ami’s AI agents reduce costs and drive measurable results. Book your free demo with our Founder Lawrence to see how Ami could transform your website.

About Irish Water

Irish Water Uisce Éireann is Ireland’s national water utility, responsible for providing water and wastewater services to households and businesses across the country. The organisation manages critical infrastructure, delivers safe and reliable water supply, and works to improve service standards for millions of customers nationwide.