Voice Alerts

Interactive Voice Response High Bill Alerts AMI are digital voice messages sent through the telephone channel to inform customers when they are on track for a high bill or high energy use. Voice alerts are only delivered if the voice alert type is turned on in a customer's account settings, and if the customer meets the minimum eligibility criteria to receive the voice alert type. While listening to a voice alert, a customer can press appropriate numbers on their phone to repeat the message or to unsubscribe from the messages. The major components of the voice alert are described below.

Design

The following script shows the standard wording of the High Bill Alert AMI voice message. In this script, rates are not modeled. The primary configurable items are in bold.

Hello. This is an account alert from <utility name>. Your recent <fuel type/usage/cost> is about <cost/percent> higher than it normally is for this time of year. That’s higher than the high bill threshold you set, but there’s still time to lower your bill. For energy saving tips, visit our website at <website>. To change your high bill threshold visit <website>. To hear this message again, press 1. To stop receiving these alerts, press 9. Thank you, goodbye.

Configuration Options

For each element listed in the table, indicate the desired configuration in the Input Value column. If you do not provide an input for optional configurations, the default will be used.

Configuration Option	Input Value
From Number (not depicted) This must be configured in the third-party vendor system for voice High Bill Alert AMI voice IVR messages.	Required Provide the from phone number.
Utility Name Both the name itself and the name length are configurable up to 45 characters. Twenty-three characters or less is recommended.	Required Provide the utility name to include in the voice alert.
Delivery Window The delivery window refers to the days in the month during which High Bill Alert AMI voice messages can be sent to customers. Default: The default window for sending messages is seven days after a new bill period starts and seven days before the bill period ends.	Required Specify one of the following: Default Other window:

Configuration Option

Input Value

From Number (not depicted)

This must be configured in the third-party vendor system for voice High Bill Alert AMI voice IVR messages.

Required

Provide the from phone number.

Utility Name

Both the name itself and the name length are configurable up to 45 characters. Twenty-three characters or less is recommended.

Required

Provide the utility name to include in the voice alert.

Delivery Window

The delivery window refers to the days in the month during which High Bill Alert AMI voice messages can be sent to customers.

Default: The default window for sending messages is seven days after a new bill period starts and seven days before the bill period ends.

Required

Specify one of the following:

Default
Other window:

User Experience Variations

These examples show how the alert can vary.

Modeled Rates

The following example is for a customer whose rate plan has been modeled by Oracle Utilities. In this case, additional cost information is included.

Hello. This is an account alert from Utility Co. Based on your recent electricity use, your next bill is projected to be $125.00. That’s higher than the alert threshold you set, but there’s still time to lower your bill. For energy saving tips, visit our website at UtilityCo.com/WaystoSave. To change your high bill threshold visit UtilityCo.com/AccountCenter. To hear this message again, press 1. To stop receiving these alerts, press 9. Thank you, goodbye.

Modeled Rates and Budget Billing

The following example is for a customer without rates modeled or who is on budget billing:

Hello. This is an account alert from Utility Co. Your recent electric use is about 15% higher than it normally is for this time of year. That’s higher than the alert threshold you set. For energy saving tips, visit our website at UtilityCo.com/WaystoSave. To change your high bill threshold visit UtilityCo.com/AccountCenter. To hear this message again, press 1. To stop receiving these alerts, press 9. Thank you, goodbye.

Modeled Rates and Dual Fuel

The following example is for a dual fuel customer who has rates modeled:

"Hello. This is an account alert from Utility Co. Recently, your combined gas and electricity is about 15% higher than usual for this time of year. That’s higher than the alert threshold you set, but there’s still time to lower your bill. For energy saving tips, visit our website at UtilityCo.com/WaystoSave. To change your alert threshold visit UtilityCo.com/AccountCenter. To hear this message again, press 1. To stop receiving these alerts, press 9. Thank you, goodbye."