American Water offers new features for digital customer experience

Missouri American Water

American Water, the largest U.S. water and wastewater utility company, announced the launch of digital customer experience for its water and wastewater customers.

Updates include:

MyWater: Expanded self-service options for customers through the company’s online customer portal where users can pay their bill, turn service on/off, apply for customer assistance programs, and stay informed about water-related emergencies. They can also manage their billing preferences by signing up for paperless billing and automatic payments.

Report an Emergency: Customers can now report an outage or urgent water service issue using the “report an emergency” featureonline – either in MyWater or on

Virtual Assistant: The H2O Care Virtual Assistant can assist customers with basic questions about turning service on/off, billing, and payment assistance. Found on any of the company’s state subsidiary homepages, the assistant provides customers with an additional self-service option. The virtual assistant can understand keywords or phrases and immediately guide customers where needed.

Visual IVR: For customers who prefer to call American Water for assistance, the new automated phone system can help any time of day. With the new automated system customers can start, stop, or transfer service without needing to speak to an agent.

Enhanced Payment Options: With new payment options, paying a bill will become more convenient. For example, customers with more than one account can now combine invoices into one bill. Customers will have additional methods to pay their bills and links to all customer assistance programs are available on each of the states’ webpages, including budget billing and payment plan options.

“By providing access to online features and improving transparency and responsiveness, we are delivering customers the personal service they expect and deserve,” said Deb Degillio, Chief Customer Officer.