Case Study: Exelon cuts call transcription time 50% with rSTAR AI automation

Exelon cuts call documentation time by 50% with rSTAR

Exelon, a Fortune 250 energy and utility company, faced significant inefficiencies in its call center operations. The challenge involved manual call summarization, a lack of transcription capabilities, and a high volume of up to 80,000 monthly calls, which slowed down agents and increased costs. The company partnered with rSTAR Technologies to implement an AI-powered Agent Assist solution to address these issues.

rSTAR implemented a solution featuring real-time transcription and summarization powered by technologies including OpenAI and Azure Communication Services. This automation reduced call documentation time by 50%, saved 20% per call, and lowered average handle time by up to 20%. The results provided Exelon with major cost savings and paved the way for deeper call analytics.

Exelon