Con Edison’s Virtual Assistant Empowers Self-Service Transactions

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 IVR. Attend this session to learn how Watt has reduced CSR calls as it provides Con Edison with frontline customer support that automates many of the interactions currently performed by CSRs, including:
  • Start, stop and move service
  • Account ownership validation
  • Online profile registration
  • View/pay a bill
  • Payment agreement enrollment
  • Make a payment for another customer
  • Request a payment extension


Rebecca Lessem, Section Manager for Customer Operations, Con Edison

Rebecca directs the CX Center of Excellence at Con Edison, which improves the customer experience through the use of Journey Mapping, Voice of the Customer research, foundational technology platforms, and identifying and tracking the Company’s cx metrics.  Rebecca was honored as one of this year’s “40 Under 40” in Public Utilities Fortnightly for her work modernizing the customer experience and improving CSAT and Effort scores with award-winning programs such as an AI Virtual Assistant, a Customer Data Analytics platform, and multiple communications projects.


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