Con Edison Simplifies Billing and Payment Experience with Intelligent Automation

Con Edison has transformed its customers’ billing and payment self-service experience through the deployment of intelligent automation. Moving beyond traditional system workflows, the utility has introduced 52 enhancements designed to ensure billing, rate, and account information are accurate and consistent. These solutions extend across all digital channels, including the utility’s online portal, mobile app, and electronic statements. As a result, Con Edison’s customers benefit from more accurate bills, faster issue resolution, and a simplified digital experience. Con Edison won Chartwell’s 2026 Gold Billing and Payment Award.

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Speaker:

Daniel Sam, Systems Specialist, Strategic Operations, Con Edison

Daniel leads the automation team within Strategic Operations at Con Edison, where he drives automation and process optimization initiatives that support customer billing, special services, and HRA functions. His work enables more efficient operations, improved accuracy, and enhanced service delivery for customers. A strong contributor to digital transformation efforts, Daniel has led initiatives that deploy intelligent automation solutions to streamline manual processes, reduce operational effort, and accelerate turnaround times. These efforts have delivered measurable improvements, including reductions in unbilled customers, better resource utilization, and a more consistent customer experience.

 

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