AI-driven customer operations for utilities, improving affordability outcomes, reducing cost-to-serve, and enabling smarter engagement at scale. Transform Customer Experience into Operational Impact Utilities are under pressure to do more than improve customer satisfaction, they must manage affordability, reduce cost-to-serve, and support increasingly complex customer journeys. Oracle helps utilities meet these challenges with a unified, AI-enabled customer platform that connects engagement directly to operational execution. Unlike fragmented CX approaches, Oracle brings together: Customer engagement and service Billing and payment workflows Hardship and affordability programs End-to-end program lifecycle management This integrated, closed-loop model, enhanced by Oracle’s Opower behavioral insights, enables utilities to move from reactive service to proactive, data-driven customer operations. As noted in the IDC MarketScape: “Ongoing investments in AI and GenAI embedded across the stack position utilities to advance agent augmentation, intelligent automation, and more data-driven customer operations at scale.” The result: More effective collections and assistance programs, stronger customer trust, and measurable impact across the entire customer lifecycle.
