Delmarva Power

Facebook Messenger Bot

Meet Edison, Delmarva Power’s automated customer service messenger bot. Built in Chatfuel and integrated with Facebook Messenger, Edison provides Delmarva customers with a friendly mobile-first engagement experience. Emojis and all ⚡

Placing Humanity Front and Center

Always at your service, Edison isn’t your average customer service representative.

Because Edison is the antithesis to the grudging customer service representative, we created a personality with charm while remaining true to Delmarva Power’s master brand. Edison’s language is clear and courteous with a wink of whimsy that drives home the humanity behind the AI.

Pre-loaded rules that allow Edison to understand and respond to user inputs, plus web page-like prompts containing text, images, and other plugins allow users to navigate their experience without having to type.

Innovating the User Experience

One of the most important aspects of Edison, the conversation tree is the step-by-step process a user follows to discover the answer to their question. Built using FlowMapp, a sitemap and user flow tool, it allows for a visual representation of the user experience.

Edison is easily updated and thus constantly evolving to best serve Delmarva customers.