Case Study: Exelon achieves faster call center responses with rSTAR's Oracle AI integration

Exelon cuts email response time by 50% with rSTAR

The customer, Exelon, a prominent North American energy and utility provider, faced challenges as its customer service agents struggled with long call times due to scattered information across multiple systems. Partnering with vendor rSTAR, Exelon sought to enhance call center efficiency and improve customer satisfaction.

rSTAR implemented an integrated suite of Oracle solutions, including Oracle Digital Assistant and Service Cloud, to create a centralized AI-powered knowledge base. This solution provided agents with dynamic, contextual answers and guided them through complex processes. The implementation resulted in a 50% faster response time to email inquiries and significantly reduced call center volume while maintaining high service quality.

Exelon