In southeastern Virginia, where one of the world’s largest natural harbours faces rising tides and stronger storms, the Hampton Roads Sanitation District (HRSD) is using artificial intelligence (AI) to stay one step ahead. By forecasting water flows before storms hit, balancing energy use, and simulating operations, HRSD is building a smarter, more resilient utility that shows water leaders everywhere how to prepare for what’s next.
Around the world, utilities face a growing challenge: maintaining service for communities and businesses amid intensifying pressures. In many places, water infrastructure is ageing faster than it can be replaced. Nearly a third of utility workers are nearing retirement. And more frequent, destructive storms, floods, and droughts are upending the rules for operations and planning.
To prepare for this AI-powered future, utilities should focus on two priorities: improving data management and empowering people
AI is entering the conversation at just the right time. It’s not a magic wand that will solve all of the sector’s problems, but it’s already helping the people who keep water systems running – and its potential will only grow. To prepare for this AI-powered future, utilities should focus on two priorities: improving data management and empowering people.
Using AI with people in mind
It all starts with data. Utilities generate a ton of data, not only from operations but also from IT, HR, finance, and other teams. While traditional analytics can find patterns in that data, AI takes the next step by turning those patterns into decision-ready insights. For instance, it can summarise complex information, simulate scenarios, and recommend actions that help utilities respond faster and with more confidence. Those are powerful capabilities for operators managing constantly changing conditions like rainfall, tides, and treatment capacity. Instead of spending hours sorting through data, they can focus on using insights to make smarter, more strategic decisions.
But technology is only part of the equation. Meaningful progress happens when innovation is powered by 10% technology and 90% people. AI should strengthen human judgment and help utilities perform better for their communities.
As with any transformative technology, trust is the foundation that determines whether progress truly takes hold. Water utilities are stewards of a critical resource, so every innovation must start with transparency, good governance, and security. Teams need to feel confident experimenting, learning, and using these tools responsibly. Ultimately, this is about supporting people, not replacing them. When AI becomes a trusted part of everyone’s work, adoption is smoother and the benefits scale quickly.
From data to design: advancing resilience together
At Xylem, we work closely with utilities and partners to balance innovation with responsible use of AI. That means training our own teams while collaborating with others to ensure that this new technology delivers practical value, not empty promises. For example, through our partnership with Transcend, we’re applying generative design to speed up how utilities plan and design treatment solutions. By automating early engineering steps, we’re helping utilities respond faster to evolving needs.
It's clear that AI is fast becoming an essential part of how water utilities operate, working quietly in the background to make systems smarter and more responsive, and communities more resilient. These tools will increasingly connect and talk to each other, uncovering new insights and possibilities. Water is one of our planet’s most precious resources, one that is essential to all human activity. AI won’t solve water’s challenges on its own. But when paired with human ingenuity and purpose, it can help us solve them faster – and build a more resilient, sustainable future for everyone.