Receiving water outage and leak reports via traditional phone queues, leading to location ambiguity and delayed field team dispatch.
average ticket creation and confirmation dispatch time for emergency leaks
emergency incidents geo-tagged and logged self-service without human agents
constituent rating for dispatch speed and automated repair status updates
The National Water Company manages municipal water and wastewater services across the Kingdom, serving millions of households and essential facilities. During weather events or sudden pipeline ruptures, central dispatch centers experienced heavy surges in emergency telephone calls, making it difficult to capture exact geographical locations through verbal phone descriptions and slowing crew mobilization.
Working alongside technical specialists, the company built an automated emergency reporting journey deployed over verified digital messaging channels. The workflow allowed citizens to initiate an emergency report, share live GPS pin coordinates, and submit photographs of visible street leaks in under a minute, creating structured records directly in central operations.
Powered by eChat over the official WhatsApp Business channel, the solution allowed constituents to submit emergency voice notes in regional vernacular. The voice engine transcribed audio, extracted urgency and leakage severity, and issued a verified ticket number with a live tracking link for field dispatch updates.
"Citizens can now log emergency incidents in seconds simply by sharing their location or a voice note, enabling immediate field dispatch."
Eng. Abdulrahman Al-Ghamdi
General Manager of Smart Operations & Incident Response · National Water Company
Direct bi-directional API integration with enterprise asset management and ERP dispatch systems transmitted incident coordinates to field maintenance tablets immediately. As repair crews arrived and isolated leaks, automated notifications were pushed to affected neighborhood subscribers, keeping the public informed on estimated restoration times.
The automated reporting architecture reduced incident logging and dispatch mobilization from multiple minutes to mere seconds. High-precision GPS data eliminated search delays for maintenance teams, while immediate conversational confirmations preserved community confidence during critical municipal infrastructure repairs.
This case study, metrics, and narrative are illustrative samples for development purposes and subject to final review prior to launch.
inquiries and service requests automated end to end without human intervention
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applicant satisfaction rating for response accuracy and speed
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