How Utilities Can Thrive In The New Generative AI Reality

This white paper explores the transformative potential of generative AI (gen AI) in the water utility sector, demonstrating how it can enhance efficiency, productivity, and decision-making across organizations of all sizes. Highlighting use cases such as customer service, fault detection, predictive maintenance, and operational optimization, the paper emphasizes AI's ability to address critical challenges like water scarcity, climate change, and aging infrastructure. Tools like AI-powered digital twins enable utilities to simulate real-world scenarios, improving operational planning and resource management.

A key case study on DC Water showcases how a deliberate and employee-centered approach to gen AI adoption can yield substantial productivity gains. By engaging diverse stakeholders, fostering innovation through communities of practice, and leveraging tools like Microsoft Copilot, DC Water has embraced gen AI while navigating risks related to data security, ethics, and misinformation. The study outlines actionable steps, such as stakeholder engagement, pilot testing, and robust training programs, to ensure successful AI integration.

Smaller utilities, often constrained by limited resources, can also benefit significantly from gen AI by leveraging off-the-shelf solutions and partnerships with larger organizations. By embracing AI, water utilities can future-proof operations, optimize resources, and deliver improved service to customers.