Inside Entergy’s AI Chatbot: How a New Mobile Feature Is Transforming Customer Interactions
Utility mobile apps have come a long way – and Entergy’s is no exception. The ENT mobile application is now home to a new AI-powered customer assist chatbot designed to meet customers where they already are. Join Karlon Butler, manager of e-commerce, and Gus Bernardo, solution architect, as they walk through how the chatbot works, how it was built, and what it means for the customer experience. Attendees will come away with a firsthand look at how one major utility is integrating AI into its digital customer experience – and practical perspective on what it takes to bring a feature like this to life.
Panelists:
- Karlon Butler, Manager, E-Commerce, Entergy
Karlon Butler is Manager of E-Commerce at Entergy, where he leads the strategy and evolution of the company’s customer-facing digital channels, including the mobile app and online self-service experience. He oversees initiatives that enhance customer engagement through innovative technologies, digital products, and seamless user experiences. Butler brings more than 20 years of experience in product management, information technology, operations, supply chain, and customer experience across the energy and government sectors. Before joining Entergy, he held a series of global product management and IT leadership roles at Chevron, where he led enterprise technology initiatives supporting business operations and digital transformation. Earlier in his career, he managed business planning and portfolio operations supporting U.S. government programs overseas. Butler earned an MBA from Tulane University’s A.B. Freeman School of Business and a bachelor’s degree in business administration from Colorado Technical University.
- Gus Bernardo, Solution Architect, Entergy
Gus Bernardo is a solution architect at Entergy, where he designs cloud-native applications and AI-powered solutions that enhance the utility’s digital customer experience. He specializes in generative AI, natural language processing, RESTful APIs, and scalable cloud architectures, with a particular focus on building AI agents for Entergy’s customer-facing mobile applications. His work includes implementing AI governance, prompt engineering, and hallucination mitigation strategies to deliver reliable, secure, and effective customer interactions. Before becoming a solution architect, Bernardo served as a senior mobile application developer at Entergy, helping build and enhance the company’s native mobile platforms. Earlier in his career, he developed enterprise mobile applications across multiple industries and founded a mobile software startup. Based in Houston, Bernardo brings more than a decade of experience delivering innovative digital solutions.
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