Northumbrian Water is using artificial intelligence (AI) to help customers understand their water bill and get instant answers to common questions they may have, without needing to pick up the phone.
Bill-related questions are one of the most common reasons customers get in touch with the water company, with many people wanting simple explanations about their payments, water usage or changes to their charges.
The new Bill Explainer tool, built into the Northumbrian Water app is securely linked to the company’s billing system, and designed to give customers clear, tailored information based on their own account.
It means instant and personalised responses, unlike a generic bill explainer video or pre-loaded online content, without having to get in touch.
It was developed in partnership with Shout Digital during the company’s 2025 Innovation Festival, with the aim of finding an innovative solution to help the company improve its customer service and reduce call waiting times.
Using a set of preset question types and AI logic to understand the issues, the tool provides a clear, friendly explanation that matches the accuracy of a real customer service advisor.
If a customer suggests they need financial support, it will also signpost them to the company’s varied financial help schemes, including bill discounts and flexible payment plans.
Barbara Anderson, Digital Experience Manager at Northumbrian Water, said: “Helping customers understand their bill is really important to us, and this new tool makes it quicker and easier for people to get the information they need.
“It’s part of a wider range of digital services designed to save our customers time, and by using AI safely and securely, we can give them instant, personalised answers any time they need them.
“Of course, anyone who would rather speak to an advisor, or needs extra support can still get in touch and talk things through in a way that suits them best.”
The Bill Explainer is one of the latest examples of Northumbrian Water using digital innovation to support customers and make important information easier to access.
To sign up for an online account, customers can visit www.nwl.co.uk/register and download the Northumbrian Water app from App Store (for Apple devices) or Google Play Store (for Android devices).
To find out about Northumbrian Water’s financial support, visit www.nwl.co.uk/bill-help.