Nextech Navigate: Generative AI in Customer Service

Discover how Generative Artificial Intelligence (AI) technology is helping Con Edison gain insights from its 3,000,000 customer calls a year to better understand customer complaints, employee coaching opportunities and drivers of customer satisfaction. Recent advancements in generative artificial intelligence have significantly reduced the cost of these types of analyses, making them about 90% cheaper than if one were to train their own models. In this session we will discuss the basics of speech analytics, how the results are being used at Con Edison and the human-in-the-loop processes needed to ensure the results accurately represent what happened on a call.

This is a recorded session from Nextech Navigate 2025, a virtual conference for Indiana high school students. Mark Van Name is the presenter.