Frequently Asked Questions (FAQs)

This section provides answers to frequently asked questions (FAQs) about configuring the Business Customer Engagement Proactive Alerts cloud service.

What was the design goal for High Bill Alert AMI communications?

The goal was to create a very simple alert to allow for the quick comprehension of information, and to use simple visual indicators and messaging to motivate customers to take action resulting in less energy use and a lower bill. Through the wording and visual appearance of the alerts, we catch the user’s attention without being too vague or too negative.

What are some of the design principles we use in voice alerts?

Several of the principles we employ are as follows:

  • Identify the caller (the utility) clearly.
  • Strive for a voice that is clear, strong, and friendly.
  • Avoid poor sound quality and long pauses, as these increase the likelihood of a hang up.
  • Keep the message to 30 seconds or less. Good scripts are brief, clear, and to the point while avoiding terseness.
  • Use wording that clearly conveys to callers that they are interacting with a computer and not a human. (People dislike voice systems that pretend to be a person, or that get too familiar.)

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Will customers receive more than one SMS message?

The most common user experience is a single SMS message per alert. SMS scripts are designed with character number requirements in mind to ensure that they fit within a single message. However, if the utility alters the script in a way that exceeds the 160 character count maximum, the alert will be split between two separate messages.

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How do customers opt out of High Bill Alert AMI emails?

The High Bill Alert AMI email unsubscribe process meets the requirements of a one-click unsubscribe. If customers would like to opt out, they can do so by clicking Unsubscribe in the email footer.

Customers might also have the option to change their communication preferences from the utility web portal. Customer Service Representatives can also unsubscribe customers over the phone.

Note: When a customer uses the Unsubscribe link to unsubscribe from High Bill Alert AMI email, the customer will be removed from all Oracle Utilities Opower email communications.

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If a customer opts out of their utility communications, will they still receive High Bill Alert AMI communications?

Not necessarily. The High Bill Alert AMI program opt-out policy is largely dependent on the digital communication policy set by each utility. Discuss your digital communication policy and its impact on your High Bill Alert AMI program with your Delivery Team.

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How can I prepare my Customer Service Representatives for calls related to High Bill Alert AMI messages?

Your customer service representatives will receive the Oracle Utilities Opower customer service guides for the products corresponding to your Oracle Utilities Opower program. The guides provides conceptual and procedural information on how Oracle Utilities Opower products work, how to perform basic tasks within the products, and how to respond to customer inquiries.

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Is there a limit on the size of a URL?

Short URLs fit better in our communications and they make it easier for a customer to remember the name. Eliminating the prefix http://www. is an easy way to simplify the URL. While using http://www. used to be a standard naming practice, it is now a common convention for websites to omit this prefix.

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Why do we recommend initial capitalization (camel case) for URLs and email addresses?

Eliminating spaces and capitalizing the first letter of every word (camel case) makes the text more readable. It also makes it easier for customers to type the URL and e-mail address without making errors. For example, you might use EnergyUsage instead of energy usage. Utilities using a UNIX-based web server must set up the file system to not be case sensitive. Windows file systems are not case sensitive, so no extra configuration is required.

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Is there a way to send out one alert that includes gas and electric usage information?

Yes. Customers with both electric and gas fuel types (dual fuel) can receive dual fuel High Bill Alert AMI communications. These communications enable customers to view both types of energy usage at once, and easily determine when their gas or electric usage in particular is high.

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Can customers receive email alerts on more than one address?

Yes. If a customer has added multiple email addresses to their account, they can select to receive High Bill Alert AMI alerts on all of their included email addresses.

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