Case Study: Exelon Corporation achieves improved customer experience and rapid AI chatbot rollout with Oracle Mobile Cloud Enterprise Service (Oracle)

Customer Service with Oracle Mobile Cloud Enterprise Service

Exelon Corporation, a U.S. energy company serving about 10 million customers with six utility brands, sought to improve customer experience as more customers adopted mobile channels. The company needed consistent interactions across its operating entities, faster bill-payment and revenue-collection flows, and the ability to rapidly roll out emerging channels and replicate solutions across diverse back-end systems.

Exelon built an AI- and NLP-driven chatbot on Oracle Mobile Cloud Enterprise Service, exposing legacy systems via microservices and existing APIs to create a channel-agnostic architecture. A prototype was delivered in under two weeks, enabling rapid scaling to new channels (including in‑home assistant devices), faster, more complete responses to billing and outage inquiries, personalized engagement through customer experience analytics, and a modern foundation for improving satisfaction and accelerating digital innovation.

Exelon Corporation

Michael Menendez

Vice President of IT BGE and Exelon Utilities Customer