Con Edison Embeds Generative AI to Reinforce Frontline Customer Support
Con Edison is advancing customer service by embedding its first enterprise-supported generative artificial intelligence (AI) solution directly into frontline operations, enabling faster access to accurate information while improving service quality. Following the implementation of Oracle Customer Care & Billing and Oracle Knowledge Advanced, the utility established a centralized knowledge ecosystem for policies, procedures, and training content. As new workflows introduced greater complexity for customer service representatives, Con Edison leveraged generative AI to streamline knowledge retrieval and support real-time decision-making. This session will explore how integrating AI into daily operations enhances employee efficiency, reduces friction, and transforms the customer support experience at scale. Con Edison won Chartwell’s 2026 Gold Customer Experience Award.
Panelists:
- Tatyana Gorokhova, Sr. Specialist, Con Edison
Tatyana Gorokhova leads the Oracle Knowledge Advanced AI team within Strategic Operations at Con Edison, where she brings a thoughtful, people-centered approach to advancing AI-driven customer communications. She focuses on building solutions that are not only technically sound, but genuinely useful—helping teams work more efficiently while improving consistency and quality for customers. Her work has streamlined manual processes, reduced operational effort, and enabled faster, more reliable interactions across customer touchpoints.
- Richard Brown, Department Manager, Con Edison
Richard (Rich) leads Strategic Operations at Con Edison, where he drives the technology, automation, and operational capabilities that support customer billing, payment processing, and critical customer communications at enterprise scale. His work underpins reliable service delivery for millions of customers while advancing efficiency, accuracy, and overall customer experience. Rich has spearheaded large-scale initiatives that deploy intelligent automation solutions that streamline back-office processes, reduce manual workloads, and accelerate service delivery. These efforts have delivered measurable improvements in billing accuracy, operational performance, and responsiveness to customer needs.
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