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.

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Panelists: 

• Tatyana Gorokhova, Sr. Specialist, Con Edison
  

 

• Richard Brown, Department Manager, Con Edison
  

 

 

 

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