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.

Data Requirements and Limitations

The requirements and limitations include:

• No Opt-Out Programs: Voice High Bill Alerts (AMI) cannot be provided as an opt-out program. This is because voice messages are not free to the customer and cannot be sent to them without their prior consent.
• No Redial: The product does not redial a phone number if it times out, encounters a send failure, or the customer does not answer.

User Experience

The alert message consists of the following pre-recorded content and a personalized content.

• Pre-recorded Content: The pre-recorded content is recorded in advance by a real person and typically does not include any personalized information. The message begins with a greeting and identification that this is an automated alert, not a real person calling. The personalized content (see below) is played, and the message closes by re-assuring the customer that there is still time to take action and directs the user to the web site of the utility that the message came from.
• Personalized Content: The personalized content includes information about a customer's projected energy use and how much more they are projected to spend by the end of the month compared to the same month last year.

After the message has played, the customer has two options: to play the message again or to stop receiving the alerts. If a customer does not pick up the call, the vendor uses a voice mail detection system to attempt to leave a message for the customer.

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."