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Con Edison’s Virtual Assistant Empowers Self-Service Transactions

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The Virtual Assistant program at Con Edison leverages artificial intelligence to expand the utility’s customer communication channels. Con Edison’s chatbot, nicknamed Watt, offers English-speaking and Spanish-speaking customers a self-service option to complete transactions initiated on the website or in the Interactive Voice Response (IVR) phone system.

This program won Gold in the Digital Experience category of Chartwell's Best Practices Awards.

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Chartwell's Best Practice Awards customer experience digital experience online self-service tool self-service

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