Virtual Assistant

TERMS & CONDITIONS

By using the Virtual Assistant for the websites of FirstEnergy Service Company, Ohio Edison, The Illuminating Company, Toledo Edison, Met-Ed, Penelec, Penn Power, West Penn Power, Jersey Central Power & Light, Mon Power, and Potomac Edison, as applicable (referred to herein as “us” “we” or “our” and the websites and mobile apps of ours, as updated from time to time, the “Virtual Assistant”), you are agreeing to the following terms and conditions regarding the Virtual Assistant. Your use of the Virtual Assistant will also be governed by our  Privacy Policy and Terms of Use.

1. Description of the Virtual Assistant

The Virtual Assistant is a feature of our website that will help you engage with certain account functions in a text-assisted manner. For instance, the chat will give you a link to among other things, account balances, pay bills, report outages, start, stop or move service or obtain other helpful information about our utility services or your account. In the future, we may add new functionalities or update existing functionality in the chat.

2. Privacy and Security

Any personal information that we collect through the Virtual Assistant will be governed by our Privacy Policy. We may use interactions in the Virtual Assistant to improve the service or use data to provide a more personalized experience. 

• To use the Virtual Assistant, you acknowledge that you will have to write messages to the Virtual Assistant and you will receive pre-written responses. To initiate an interaction with the Virtual Assistant, you may have to tap an icon on the screen on our website. Once you initiate an interaction with the Virtual Assistant, we will keep a record of these interactions. You should not share confidential or sensitive information, like your social security number, account number, username, password or PIN, with the Virtual Assistant. To confirm the accuracy of your interactions with the Virtual Assistant, you can always retrieve your account details through our website. 
• You acknowledge that we may have to share your Virtual Assistant interactions to comply with law, regulatory requirements, subpoena or court order and will do so in accordance with applicable law. 

3. The Virtual Assistance's Interactions with You

The Virtual Assistance will interact with you via the website only. You are responsible for reviewing the information that the Virtual Assistant displays on the screen and confirming that it accurately reflects your requests or instructions. Please carefully execute and review interactions with the Virtual Assistant, as it is possible that the Virtual Assistant may misunderstand you at times, may not have complete information related to your request, may otherwise make a mistake in responding to you, or the technology may simply not work. The Virtual Assistant is only able to take actions and offer information based upon the pre-written responses. You can always confirm your account activity through our website or and we encourage you to do so. If you are confused by a response from the Virtual Assistant, especially due to disconnection, reconnection, outage, or payment information you would need to contact the service center for clarification. The Virtual Assistant does not have the power to stop a disconnection or perform a reconnection.