Timely, accurate communication is expected by all our customers. To further improve that customer experience, we’re pleased to announce the implementation of a new machine learning technology solution for customers that submit an email to info@pgh2o.com.

Y Meadows’ advanced software model reduces customer wait time, ensures consistent responses to routine questions, and improves internal efficiencies.

The software model is now handling nearly 50% of incoming inquiries, freeing up customer service personnel to proactively reach out to customers on a variety of topics. Previously, each email received by customer service was manually opened and routed to responsive personnel. While many messages require a customized response or more research, an equal amount can easily be answered via a scripted response.

The model reads and identifies the nature of the customer’s request and, if it falls into pre-selected message categories, will respond to the email and forward it to the correct party for review and investigation.

Y Meadows has programmed the system to handle requests such as tenant applications for service, change of address requests, email attachments from customers, and refund applications. It also routes emails directly to Dispatch in response to questions or reports about service interruptions. This assures customers receive a faster response, and if they need to contact Dispatch directly, they receive an auto-generated email with the correct telephone number.

Emergency Dispatch is available 24/7. To report a water, sewer, or stormwater emergency, please call 412-255-2423, and choose Option #1. For more information, please see our press release.