The Exelon Customer Team is developing GenAI products to train customer service representatives, aid responses to customer emails, and answer internal company-specific questions.

Bringing analytic solutions to daily active use in the field remains difficult and many models don’t make it to production. Additionally, risk minimization is critical for success, yet these solutions are potentially rife with biases and prone to hallucinate information. These seemingly insurmountable challenges can be conquered.

Exelon will reveal their experiences and successes with artificial intelligence (AI) and advanced analytics, focusing particularly on the pitfalls they had to overcome. Recent successes include the AI forecasting of outage restoration times, measuring the resolution of customer issues across multiple communication channels, and using AI to recommend products to customers.

Attendees beginning their analytics journey will leave this Exelon discussion inspired to:

• Overcome the challenges faced when using AI and advanced analytics.
• Identify where analytics can be applied inside their utility.
• Optimize its computing infrastructure to develop solutions.