Scoring every draft against a UK utility's own guidelines

Twistag built an AI communications assistant for a major UK water utility — a Chrome extension deployed across 6,000 employees that scores every draft against the utility's own guidelines in real time, saving the communications team around 18 hours a week and scoring more than 3,000 communications a month. The pilot recorded zero non-compliant language flags in regulatory bulletins. Twistag built it as a compliance system: five scoring dimensions calibrated on hundreds of the utility's real communications, and a custom prompt layer encoding its regulatory language rules, updated without model retraining or redeployment.

The utility had six thousand employees, thousands of communications going out every month, and no reliable way to keep any of it consistent. Internal guidelines existed; nobody followed them under deadline pressure. Water utilities communicate under scrutiny in a way most industries do not. A service disruption notice that sounds defensive, a regulatory filing with ambiguous phrasing, a public announcement that reads like a different company wrote it from last month's — all of it erodes public trust slowly and visibly. Some of that inconsistency is more than a brand problem: the wrong sentence in a regulatory bulletin can be treated as an admission of liability. The client is not named publicly.

Six weeks into the pilot, the assistant was processing more than 3,000 communications a month. The communications team recovered around 18 hours a week, which went into proactive stakeholder outreach and the strategy work senior editors had been hired to do but could not reach because they were reviewing first drafts. The pilot recorded zero non-compliant language flags in regulatory bulletins. For a utility under regulatory scrutiny, that is risk removed.

An improvement to clarity can't introduce compliance risk. The two are evaluated together.