What is human-centered AI for utilities?

Human-centered AI applies AI to real work in ways that account for the people, processes, data, and business outcomes involved. It brings employees and other end users into the process early so teams can design solutions around how work actually happens.

How can utilities move beyond AI pilots?

Utilities can move beyond pilots by choosing a high-value business problem, involving the people who do the work, and redesigning the process around a clear outcome. They should also establish how success will be measured and plan how to carry lessons into future initiatives.

Why involve employees before building an AI solution?

Employees can reveal how a process works in practice and where a proposed feature may add friction. In the webinar, Exelon’s research with customer service representatives prompted a change to an assumed call-summary feature before it was launched.

Does a utility need perfect data before starting with AI?

No. Teams can begin with a focused business problem and the data available, then improve data quality as they learn what the process requires. Governance, security, clear measures, and a plan for ongoing improvement are important foundations.

What role should people play when working with AI agents?

AI agents can take on defined tasks, but people remain accountable for the work, including judgment, critical thinking, and review. Teams should understand what an agent is suited to do and where human oversight is needed.

What should utility leaders consider before scaling AI?

Leaders should ask whether people are engaged early enough to shape the work, whether the end-to-end process and data handoffs are understood, whether feedback changes can be shown to employees, and whether trust, safety, ethics, accessibility, and transparency are built into the plan.

How long is the webinar, and who is speaking?

The on-demand webinar is approximately 55 minutes long. It features Leah Cuadros Vogely of Exelon and Bret Greenstein of West Monroe, with Michael Menendez of West Monroe moderating.

Audio & Visual

Human-Centered AI for Utilities

Move beyond isolated AI pilots by redesigning utility work around people, business outcomes, and the end-to-end experience.

October 21, 2026

Webinar Summary

AI’s potential becomes business value when utilities redesign work around people and outcomes. In this conversation, Exelon and West Monroe share how their teams are applying human-centered design to build AI-native solutions that transform the way they work.

Key Takeaways

Start with a high-value business problem. Identify where AI can address a meaningful business need before choosing a solution.
Involve employees early. Their input can reveal workflow friction before a solution is built and help build adoption.
Redesign the end-to-end process. Consider people, data, technology, and handoffs together—not just the AI feature or interface.
Keep people accountable for judgment. AI agents can handle defined tasks, while people remain responsible for reviewing outputs and decisions.
Scale with intention. Set clear outcome measures, establish governance and security, and capture lessons in reusable patterns.

Meet The Experts

Leah Cuadros Vogely
At Exelon, Leah helps build lasting capabilities that improve trust, simplify complexity, and create positive impact at scale.
Linkedin
View bio
Bret Greenstein
Bret leads West Monroe’s AI strategy, equipping teams and clients with scalable, real-world solutions that drive measurable impact.
Linkedin
Mike Menendez
Mike drives impact by helping energy and utility companies lead through major inflection points in their business transformation.
Linkedin

Participation by Exelon personnel is for educational and industry-information purposes only and does not constitute endorsement, certification, recommendation, or preference for any product, service, or vendor.

Frequently Asked Questions

Human-centered AI applies AI to real work in ways that account for the people, processes, data, and business outcomes involved. It brings employees and other end users into the process early so teams can design solutions around how work actually happens.

Human-Centered AI for Utilities

Webinar Summary

Key Takeaways

Meet The Experts

Leah Cuadros Vogely

Bret Greenstein

Mike Menendez

Ready to Realize Real AI Value? See how West Monroe helps utility leaders establish the foundation for scalable AI adoption that results in measurable outcomes.

Frequently Asked Questions

Customer Affordability in Action: What Utilities Can Do Now and What Comes Next

Building the AI-Native Enterprise: Three Imperatives for Turning AI Adoption into Business Value

How the Global AI Race Is Reshaping Business, Compliance, and Competition

Meeting the Moment on Customer Affordability: A Practical Guide for Utilities

Let's Connect

Be Part of Our Team

Stay in the Know

Customer Affordability in Action: What Utilities Can Do Now and What Comes Next

Building the AI-Native Enterprise: Three Imperatives for Turning AI Adoption into Business Value

How the Global AI Race Is Reshaping Business, Compliance, and Competition

Meeting the Moment on Customer Affordability: A Practical Guide for Utilities