ComEd’s Online Chat Journey Demonstrates a Flexible Approach to Customer Engagement

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In recent years, ComEd has utilized two chat-based customer service functions. After piloting a chatbot/live chat hybrid approach in 2017 and running the offering until 2024, the utility opted to utilize chatbots exclusively to meet customers’ initial needs, offering self-service and/or issue-based routing. Their journey is a helpful resource for any utility exploring live chat or chatbot integration, and a reminder that every new initiative must serve both customers and the utility.

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ComEd’s Online Chat Journey Demonstrates a Flexible Approach to Customer Engagement

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