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Oracle Customer Success — Exelon Corporation

Exelon Corporation

Customer Service with Oracle Mobile Cloud Enterprise Service

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Oracle Mobile Cloud Enterprise Service empowers us to quickly deliver solutions for emerging channels while ensuring that our customers have a consistent experience, regardless of how they interact with us.

— Michael Menendez, Vice President of IT BGE and Exelon Utilities Customer, Exelon Corporation

Exelon Corporation Elevates Customer Experience with Oracle Mobile Cloud Enterprise Service

Exelon Corporation is an energy company in the US  focused on enhancing customer experience throughout the customer journey. As customers embrace mobile technologies, Exelon wanted to improve its ability to interact via this important channel. 
 
Exelon used Oracle Mobile Cloud Enterprise Service as the foundation for its chatbot, which relies on natural language processing and artificial intelligence (AI) to understand conversations and integrates to back-end systems to provide clear answers. The solution is critical to the company’s strategy for improving satisfaction and enabling customers to communicate with the utility in the way that is most convenient for them.

Exelon Readies AI Driven Chatbots for Millions of Customers

 
 
Challenges
  • Improve customer experience by empowering customers to engage and communicate with the utility in the way that is most convenient for them
  • Ensure consistent interactions across all of the company’s operating entities and throughout the customer journey
  • Expedite utility bill payment and revenue collection
  • Enable the company to rapidly roll out and benefit from emerging technologies and efficiently replicate implementations throughout the organization
Results
  • Created a strategy for improving customer satisfaction by solving problems before live agent intervention is required with Oracle Mobile Cloud Enterprise Service
  • Gained agility to rapidly leverage new channels and interaction innovation, including Exelon’s mobile application for use in an in-home assistant device in just a few days
  • Improved ability to provide rapid and complete responses to utility customer inquiries—such as questions about billing or service outages—with a chatbot that uses natural language processing and AI to understand conversations and context
  • Empowered customers to engage with the utility in the way that is most convenient for them—whether text, phone, or web—and do it in their preferred mobile interface
  • Set a foundation for elevating customer satisfaction with a modern infrastructure that ensures a consistent experience across all channels  
  • Expedited chatbot launch by creating a prototype in less than two weeks with Oracle Mobile Cloud Enterprise Service—a solution that removes the complexity of writing different code for every potential chat platform
  • Ensured rapid scaling by leveraging microservices developed for Exelon’s mobile application and existing APIs to securely provision the back-end services required for the new chatbot channel
  • Created a channel-agnostic technology architecture that allows the utility to build and quickly apply new capabilities across multiple channels, improving its ability to take advantage of new channels as they emerge
  • Enabled continuous improvement of the chatbot with the AI, machine learning, and natural language processing capabilities provided by Oracle
  • Personalized engagement with end users thanks to the customer experience analytics of Oracle Mobile Cloud Enterprise Service

 

Oracle Mobile Cloud Enterprise Service includes customer experience analytics that deliver the insight we need to personalize interactions. That analysis considers multiple channels so we know what customers prefer to do on a mobile app versus a bot.

— Rajesh Kumar Thakur, Principal Architect, Exelon Corporation

Execution

Each of Exelon’s operating companies has its own unique core applications—including long-running proprietary systems for billing, outage monitoring, and reporting. Oracle Mobile Cloud Enterprise Service lets Exelon deliver data from those systems via microservices to its customer-facing channels. The cloud-based microservices architecture enables Exelon to deliver new features to customers faster and react to new customer expectations, such as chatbots.

About Exelon Corporation

Headquarters

 
Chicago, Illinois, United States

Employees

 
34,000

Annual Revenue

 
$31.4 billion
Exelon Corporation is an American energy company working across the industry in generation, electric and gas delivery, and transmission. With six utilities, including Atlantic City Electric, BGE, ComEd, Delmarva Power, PECO, and Pepco, Exelon delivers energy to about 10 million customers across the East Coast and in Illinois. It also operates a power generation fleet.
Published:  Jan 19, 2018