Challenge 

Like many public works and utility providers, Weber Basin operates with a lean team that manages both year-round critical infrastructure and seasonal services. As the summer irrigation season nears its end, the district historically faced a massive surge of residents calling to ask one question: "When is the water getting shut off?"

Because their phone system was designed to cascade calls to secondary staff when the receptionist was busy, operational specialists were routinely interrupted. "Even when answering a simple question only takes a few seconds, those constant interruptions take a real toll on our day," explained Administration Manager Kendall Searle. The district needed a solution to manage these highly predictable volume spikes without adding seasonal headcount.

Solution

The special district started the conversation with interest in a chatbot. Following a discovery conversation and demonstration they chose to implement Polimorphic to act as their front-line AI receptionist across the website and phone system. Now, instead of static greetings and keypad menus, callers are greeted conversationally and can simply state their needs. At the time of publication, they answered 2,316 calls with Polimorphic over the last 30 days.

For utility providers, information accuracy is non-negotiable. Leadership needed to ensure the system wouldn't invent answers. "We were nervous about other AI tools self-learning and providing false information to our community," Searle noted. "With Polimorphic, we dictate exactly what it can say, which gives us total confidence in the answers our residents receive." By grounding the AI strictly in approved district knowledge, Weber Basin eliminated the risk of hallucinations while delivering verified answers.

The rollout was smooth across the organization. "It is natural to assume a team will need time to adjust to a new AI process, but we've seen a completely seamless integration," said CTO Greg Pierce. "Polimorphic has incorporated itself incredibly well into everything our staff is already doing."

What's Next

The Perfect Outage Management Loop

With the seasonal shutoff challenge solved, Weber Basin is combining Polimorphic’s advanced GIS capabilities to create a seamless loop of inbound deflection and proactive outreach for service disruptions.

• Inbound Address Checks (Ready for Summer): Polimorphic now reads the district's active outage maps in real-time. "As our field staff denote an area that is down on our map, customers can just ask the AI if there's an outage at their address," explained Pierce. "Polimorphic reads the map and instantly pulls back an estimated time of service restoration." 
• Proactive Geotargeted Alerts (Looking Forward): To stop inbound calls before they start, public works and utilities need to send geotargeted alerts for incidents like a water line break affecting just one neighborhood. Later this season, staff will select addresses on their GIS maps to instantly notify homeowners. As Pierce noted, "The ideal scenario is proactive outreach. We draw a polygon on the map where service is out, Polimorphic reads that, pulls the affected contacts, and instantly sends targeted text messages or emails."

Together, these capabilities ensure residents get critical updates before they discover an outage themselves, while providing an instant, automated resource for anyone who calls in to check.