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PROBLEM

Exelon is a Fortune 100 company that includes multiple utilities across the
unitied states, that have been brought together through multiple mergers and
acquisitions. With millions of customers nation wide, Exelon wanted to deliver
a consistent, modern interface, using natural conversational interfaces, to better
server its customers in an automated, scalable manner.

REQUIREMENTS

• Fast chatbot implementation with results to be measured in weeks


• Connect to existing IT systems that contain customer data using RESTful
  services


• Deliver to multiple conversational interfaces including web, Facebook
  Messenger and voice assistants like Alexa

SOLUTION

• Using Oracles fast chatbot development capabilities from Oracle Mobile Cloud,
  Exelon was able to connect to existing IT systems, and shape RESTful API
  results for use with conversational interfaces, delivering intelligent chatbots that
  could understand natural text/speech, determine user intent and deliver the
  appropriate answers across a variety of conversational interfaces


• Oracle Mobile Cloud

RESULTS

• 24/7 Improved and faster response times, 365 days/year


• Lower Cost – Chatbots reduce call center expenses


• Over 10 Million customers served

With Oracle, we are actively developing a ‘channel agnostic’ technology

architecture that allows us to build once and quickly apply the new capability

across multiple channels. Not only does this allow us to deliver solutions for

emerging channels quickly, it also ensures that our customers have a consistent

experience however they choose to interact with us.

—Michael Menendez, Vice President, IT, BGE and Exelon Utilities

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Exelon Delivers Powerful Customer Engagement with Chatbots

Exelon