Customer Intelligence Hub

Customer Intelligence Hub provides a unified Oracle Utilities Customer Cloud Service workspace for customer service representatives. It brings together account, billing and payment, usage, program, case and service request, contact, and supported Opower communication information.

An artificial intelligence-generated Activity Summary gives agents an immediate account overview. Live Insights analyzes calls and provides recommendations based on the conversation, helping agents take action more quickly. After each call, agents can review and edit an artificial intelligence-generated summary before saving it as a customer contact.

Using the Action menu, customer service representatives can email customers, update account information, enroll customers in programs, and start, stop, or transfer service. Utilities can configure the actions most relevant to their environment. The workspace also provides prioritized recommendations, banners, knowledge links, and, where enabled, Live Insights based on call context.

Configured integrations support Oracle Fusion Customer Experience Service, Opower, and related capabilities. Setup and integration requirements are documented separately.

Key features include:

  • Redwood desktop

  • Overview, Billing, Usage, and Cases tabs

  • Artificial intelligence-generated Activity Summary

  • Live Insights recommendations

  • Configurable action menu

  • Oracle Fusion Customer Experience Service integration for email and knowledge management

  • Opower integrations for communications and data

This feature helps agents resolve customer inquiries more quickly by bringing account context, activity history, recommendations, and guided actions into one workspace. A consistent Redwood experience reduces training time and application switching, while relevant recommendations improve customer interactions. It also provides a streamlined foundation for Oracle Utilities Customer Cloud Service, Oracle Fusion Customer Experience Service, Opower, Service Guide, and knowledge management integrations.

Steps to enable and configure

Key resources