How Exelon Revolutionized Grid Operations with AI and Automation
Exelon, a leading U.S. energy provider, successfully deployed AI and automation solutions to optimize grid management, reduce operational costs, and improve customer service across its utility subsidiaries. Learn how their approach is shaping the future of the utilities industry.
How Exelon Revolutionized Grid Operations with AI and Automation
The energy sector is under growing pressure to modernize, facing increasing demand for reliability, sustainability, and customer satisfaction. Exelon Corporation, one of the largest electric utilities in the United States, has taken bold steps to meet these challenges—by incorporating artificial intelligence (AI) and automation into its grid operations and customer service divisions.
The Challenge
With more than 10 million customers served by companies like ComEd, PECO, and BGE, Exelon required real-time situational awareness and quick responsiveness for grid reliability. Manual interventions were slow, and traditional infrastructure wasn’t smart enough to predict failures or energy fluctuations in real time. Furthermore, customer expectations for proactive communication and support were rising rapidly.
The AI-Powered Solution
Exelon implemented AI-powered tools to improve grid reliability and manage distributed energy resources. Intelligent agents monitored assets in real time, analyzed large volumes of IoT data from smart meters, and forecasted outages before they impacted operations. This shift was made possible through a suite of AI and automation agents:
Monitoring Agent – Deployed across energy assets to detect performance anomalies and send alerts before failures occur.
Market Forecast Agent – Analyzed grid demand and weather conditions to forecast supply needs and prevent overloads.
Customer Support Agent – Automated outage updates and service notifications, dramatically improving customer satisfaction.
Communication Agent – Streamlined internal and external stakeholder updates during grid events through dynamic messaging.
Measurable Results
Since implementation, Exelon has reported a 35% reduction in unplanned equipment-related outages across its grid, faster restoration times from major storms, and over 50% fewer customer complaints related to service clarity and status updates. Operational costs linked to manual inspections and truck rolls decreased by approximately 20%.
How Other Utilities Can Start
Adopting AI and automation doesn’t require a full-scale transformation from day one. Many utilities can start small by automating administrative and support workflows. Inside Partners provides tailored AI agents for the utilities industry including:
Billing Support Agent – Reduces call volume related to invoices and usage questions.
Technical Support Agent – Supports outage troubleshooting and smart meter setup.
Operations Agent – Optimizes back-office tasks like data logging and report generation.
Conclusion
The utilities sector is one of the industries most poised to benefit from AI and automation. Whether it's boosting grid resilience, cutting costs, or keeping customers better informed, Exelon's journey illustrates the massive potential of machine-driven intelligence. At Inside Partners, we specialize in deploying these tools with measurable cost savings and elevated customer outcomes.
Sources: https://www.utilitydive.com/news/exelon-ai-grid-analytics-outage-prediction/617508/