CCW 2026: Dominion Energy’s AI-Powered Transformation with Amazon Connect Customer
See how Dominion Energy achieved measurable business outcomes by modernizing its contact center with Amazon Connect Customer. By implementing AI-powered transcription, intelligent routing, conversational IVR, and agent-assist capabilities, Dominion Energy reduced offered and handled calls by 19%, improved IVR containment from 76% to 84%, and increased agent and IVR CSAT.