Hansen Technologies Partners with LA County for AI-Driven Customer Service Innovations

Hansen Technologies Partners with Los Angeles County Waterworks Districts

Hansen Technologies, a prominent player in the global software industry, has embarked on an innovative partnership with the Los Angeles County Waterworks Districts to transform their customer service experience through advanced technology. The collaboration aims to replace the Districts' traditional Customer Information System (CIS) with a modern, cloud-based Software as a Service (SaaS) solution designed to enhance digital engagement and leverage Artificial Intelligence (AI) effectively.

In a recent announcement, Hansen Technologies emphasized that their goal is to implement an AI-first customer service strategy. This includes embedding Hansen's AI Virtual Agent directly within the CIS workflows to automate numerous customer interactions that are performed frequently. The integration aims to alleviate the operational pressures that the Districts face due to outdated systems, increased demand for services, and inadequate self-service options.

The initiative heard the backing of the Los Angeles County Board of Supervisors in March 2026, and the collaboration is considered essential for adapting to the rising expectations of customers. As residents increasingly desire seamless access to account information, payment options, and the ability to resolve service requests through both web and phone channels, Hansen's state-of-the-art solution comes as a timely answer to these demands.

The integrated SaaS platform will combine an upgraded version of Hansen's CIS with a user-friendly web and mobile customer portal, facilitating efficient payment processing. Additionally, the incorporation of an AI-driven Virtual Agent will serve as the primary Automatic Call Distribution (ACD) interface, ensuring customers can handle high-volume transactions, including billing inquiries, payments, move-ins and move-outs, as well as service requests, all within a single digital experience—whether online or via phone.

Unlike conventional CIS updates that often treat AI and digital channels as secondary add-ons, Hansen's approach is distinct. Their solution embeds AI directly into the CIS workflows, aligning with the Districts' ongoing strategy to position AI as a core aspect of their customer service and operational model. This forward-thinking methodology is designed not just to provide immediate solutions but to pave the way for ongoing innovation.

Bobby Slaton, the Executive Vice President for Energy and Utilities Americas at Hansen Technologies, praised the partnership, stating that by adopting Hansen's AI-integrated SaaS CIS, the Districts could anticipate faster resolution times, increased self-service usage, and a consistent customer experience across various platforms. He emphasized that this partnership will position the Districts to easily introduce further advancements, ultimately enhancing their operational performance and efficiency.

Carolina T Hernandez, General Manager of the Los Angeles County Waterworks Districts, underscored the importance of delivering reliable customer service as a main priority. She expressed that integrating systems that streamline functions like billing, payments, and customer self-service will improve their ability to respond quickly to customer needs. The initiative seeks to enhance service delivery by incorporating advanced tools and techniques, including AI-enabled functionalities, that align with evolving customer expectations.

Hansen Technologies is recognized for its robust software solutions and services across the energy and utilities sectors, impacting numerous organizations in over 80 countries. Their award-winning software portfolio enables companies to create, sell, and efficiently manage customer-focused products and services while effectively handling critical revenue management processes.

The Los Angeles County Waterworks Districts administer public water supply services to around 70,000 accounts, serving over 260,000 residents across the region. Their commitment to providing high-quality and reliable water, along with responsive customer care, remains steadfast and aims for sustainability and environmental responsibility.

Overall, this partnership between Hansen Technologies and Los Angeles County represents a significant move towards enhancing customer service in public utilities through innovation and a digital-first approach. As the project develops, it is anticipated that the seamless integration of AI technologies will bring about promising advancements in customer engagement and operational efficiency, setting a new benchmark for utilities nationwide.

For more information on Hansen Technologies, visit hansencx.com.