WaterNSW Adopts Generative AI For Applications
On April 1, 2026, WaterNSW announced at a Pega Innovate event in Sydney that it will adopt generative AI to speed application design and improve customer engagement. CIO Leeanne Chau said the utility is exploring Pega's GenAI Blueprint low-code platform to accelerate prototyping and Pega Knowledge Buddy virtual assistants to deliver consistent, conversational service to customers such as farmers. The moves follow the authority's recent digitisation of customer transactions.
Key Points
- 1Targets application design and delivery using Pega GenAI Blueprint low-code platform to accelerate prototyping timelines
- 2Seeks virtual assistants (Pega Knowledge Buddy) to provide consistent, instant answers across regulation-heavy customer interactions
- 3Enables faster delivery and improved farmer engagement through conversational AI on smartphones and digital channels
Scoring Rationale
Official announcement from WaterNSW's CIO gives credible, timely insight into platform choices and use cases. Scored for moderate novelty and actionable vendor-specific direction, constrained by regional scope and limited technical detail.
Sources
Public references used for this report.
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