Case Study: Southern California Edison achieves 17% self-service resolution of social customer issues with Sprout Social chatbots

How Southern California Edison resolves 1 in 6 social customer issues using Sprout Social chatbots

Southern California Edison (SCE) is one of the largest U.S. electric utilities, serving 15 million people across 50,000 square miles. As social channels became a top customer-service touchpoint, SCE faced rising volumes of inquiries and the need to provide timely, consistent responses beyond normal staffing hours while maintaining a personal customer experience.

SCE deployed Sprout Social’s Bot Builder to create decision-tree chatbots—including crisis and limited-availability bots—built from common inquiry data and assigned to specific social profiles. The bots, which gather issue details upfront and point customers to self-service resources, were live within weeks; in Q1 2018 roughly 1 in 6 of the 1,500+ bot interactions were resolved without human help and agent turnaround time was reduced, with ongoing refinements planned.

Southern California Edison

Carollyn Montales

Online Community Management Senior Specialist