Social Media Chatbot Helps Customers Resolve issues without Assistance from a Human Agent

With the explosion of social media as a channel for customer service, SCE’s responses to customers via Facebook and Twitter grew by 391% between 2014 and 2017. Assuming this rate of growth would continue, the utility began looking for ways to more efficiently manage this channel without sacrificing customer satisfaction or increasing resources. After exploring the possibility of building an in-house AI-based chatbot, SCE instead turned to Sprout Social, its social community management platform, for a structured, decision-tree-based chatbot to communicate immediately, efficiently and directly with customers. SCE took home Chartwell’s 2019 Best Practices Award in Self-Service for its efforts.

Attend this webinar to learn how SCE’s chatbot enabled the utility to decrease the total number of responses from human agents – even as the total responses on social media channels increased – while adding only a few thousand dollars a year to SCE’s annual Sprout Social bill.


  • Nancy Casanova, Digital Content Strategist, Southern California Edison

Nancy provides creative and strategic guidance on digital communication efforts and campaigns. She’s responsible for developing and implementing storytelling campaigns that educate and engage online communities about SCE’s key programs and projects on social media platforms such as Twitter, Facebook, Instagram and LinkedIn. Nancy and her team use qualitative and quantitative data to identify content that best resonates with audiences and use that to make informed decisions about how to best advance the company’s objectives. Prior to joining SCE, Nancy worked as a journalist in Los Angeles and her experience in news led her to several newsrooms such as Univision, ABC7, CNN, CBSLA and Telemundo.

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