Case Study: Exelon achieves 30% faster responses with rSTAR’s AI-powered knowledge base

Exelon boosts first call resolution with rSTAR and cuts response times by 30%

Exelon, a Fortune 250 energy and utility company, struggled with long call handle times and low first call resolution. Their agents faced challenges due to scattered data across multiple systems and a lack of guidance for complex customer issues. To address this, Exelon partnered with vendor rSTAR to implement an AI-powered knowledge base.

rSTAR's solution utilized Azure AI Foundry to create a knowledge base with natural language search and generative AI capabilities. This provided agents with dynamic, contextual responses and integrated guidance. The implementation led to a 30% reduction in response times and significantly improved first call resolution rates, with over 80% of users providing positive feedback on the new system.

Exelon