CCW 2026: Dominion Energy’s AI-Powered Transformation with Amazon Connect Customer
Dominion Energy deployed agentic AI via Amazon Connect serving 2.8 million customers in production.
“we're going to talk about AI and how it's transforming customer experiences not in theory in production at scale”
A CCW 2026 session featured Dominion Energy and AWS partner Esen discussing AI-powered customer contact operations using Amazon Connect for 2.8 million customers in Virginia and North Carolina. The session framed agentic AI as a competitive necessity for customer experience, not an optional investment. Content is largely introductory with the substantive deployment details cut off, limiting extractable signal.