Welcome to Oracle Utilities Customer Cloud Service

Oracle Utilities Customer Cloud Service is a customer care, service order, metering and billing solution. The solution is designed to cater for utilities of all sizes, supports one to many utility service types, and handles the complexities associated with a utility's processes.

Oracle Utilities Customer Cloud Service includes:

Customer information and customer lifecycle processing including:
- Sales and marketing management
- Customer information management for various types of customers, starting & stopping service, and supporting inbound and outbound customer care interactions.
- Financial management including rating, billing, payment, and collections activities.
Meter data management functionality, including:
- Device and measurement data management including validating, editing, and estimating incoming data
- Usage management for calculating billable usage or billing determinants
Service order management for orchestrating service order activities
Operational device management functionality, including:
- Asset management, including location management and tracking of individual devices throughout their lifecycle, capturing device configurations and settings, and managing configuration between devices and components
Market Transaction Framework for United States Distribution:
- A separate add-on subscription is required to enable use of the Market Transaction Framework for United States Distribution functionality.
- Objects used with Market Transaction Framework for United States Distribution are denoted with the "U2" prefix. For example, the "810 Market Configuration" business object code is "U2-810MarketConfiguration". Use of any objects, including business objects, business services, scripts, algorithms, batch controls, and other objects beginning with the "U2" prefix is available only with a Market Transaction Framework for United States Distribution subscription.
Customer Program Management functionality, including:
- Program Enrollment / Unenrollment: Identification of specific customers that are eligible for particular programs, and establishing relationships between the customers, the programs, and if appropriate, device locations where one more controllable devices are (or have been) installed.
- Program Management: Creation and maintenance of Demand Response (DR) and Distributed Energy Resource (DER) programs to which customers can subscribe and which allow utilities to temporarily alter the settings of specific devices in their homes as a response to periods of high demand.
- Program Subscriptions: Maintenance of a customer's program subscriptions, which represent the customer's enrollment in a program and device registration. Program subscriptions link the customer to a program and device location where controllable devices are installed.
- Demand Response Event Management: Identification and reservation of a customer's controllable devices in response to usage demand.
- Program and Customer Settlement: Calculation of credits to be applied to customer bills based on participation in events. Calculations are performed for each event, and then all of the events in which a customer has participated are summarized.
Note:
Use of this functionality requires purchase of the related Oracle Utilities Customer Cloud Service add-on option subscription. Without this add-on, you are not licensed/entitled to use the feature, even if it is visible or technically available in the service.
Oracle Utilities Cloud Service Foundation: tools used to orchestrate and automate infrastructure related processes, migrate data from legacy applications into the cloud service, and manage batch scheduling and processing using the SaaS Batch Scheduler.
Oracle Utilities Analytics Visualization: a suite of analytics applications that provides access to data for self service exploration, discovery, visualization, and analysis. It includes rich pre-built analytical data models, metrics, and key performance indicators that allow you to derive strategic insights from your data.

AI Features in Oracle Utilities Customer Cloud Service

This section outlines Artificial Intelligence (AI)-based features in Oracle Utilities Customer Cloud Service.

AI-based features in Oracle Utilities applications are not enabled by default. Unless noted otherwise, customers must opt-in to these features.

Table 2-1 Customer Cloud Service AI Features

Feature Name	Description	Type of AI	Enabling/Disabling
Customer Activity History Summarization	Customer Activity History Summarization allows users to view an automatically generated AI-powered summary of prior customer interactions to quickly understand and triage customers' needs. Note: Customer Activity History summaries are prepared by generative AI. Carefully review and verify them against trusted sources, as they may include out-of-date, inaccurate, or incomplete information.	Generative AI	Customer Activity History Summarization is not enabled by default. Access to this feature requires adding the Activity History AI Summary Configuration master configuration. Refer to Enabling and Configuring the Customer Activity History Summarization Feature in the Business User Guide for more information.
Call Summary and Call Tagging	Call Summary and Call Tagging uses Generative Artificial Intelligence and integration with a third-party Computer Telephony Integration (CTI) application to automatically summarize and categorize call transcripts, providing customer service agents a summary of the call. Agents can review and edit the summary and tags before saving them directly to the customer contact. Note: Call summaries are prepared by generative AI. Carefully review and verify them against trusted sources, as they may include out-of-date, inaccurate, or incomplete information.	Generative AI	Call Summary and Call Tagging is not enabled by default. Access to this feature requires the following: Creating an integration with a CTI application. Configuring Characteristic Types and Customer Contact Types with Tags Adding the Service Guide Zone (C1-SVCGUIDE) application service to the appropriate user groups. Refer to Call Summary and Call Tagging Integration in the Administrative User Guide for more information.
Machine Learning Anomaly Scoring	Machine Learning Anomaly Scoring is a method of processing incoming initial measurement data designed to use Artificial Intelligence and Machine Learning neural network models to recognize "normal" versus anomalous measurement values, and only perform Validation, Editing, and Estimation (VEE) processing for measurements deemed to be anomalous. See Machine Learning Anomaly Scoring and Configuring Machine Learning Anomaly Scoring in the Oracle Utilities Customer Cloud Service User Guides for more information.	Machine Learning	Machine Learning Anomaly Scoring is not enabled by default. It relies on machine learning models that must be deployed as part of your cloud service implementation.

Feature Name

Description

Type of AI

Enabling/Disabling

Customer Activity History Summarization

Customer Activity History Summarization allows users to view an automatically generated AI-powered summary of prior customer interactions to quickly understand and triage customers' needs.

Note: Customer Activity History summaries are prepared by generative AI. Carefully review and verify them against trusted sources, as they may include out-of-date, inaccurate, or incomplete information.

Generative AI

Customer Activity History Summarization is not enabled by default.

Access to this feature requires adding the Activity History AI Summary Configuration master configuration.

Refer to Enabling and Configuring the Customer Activity History Summarization Feature in the Business User Guide for more information.

Call Summary and Call Tagging

Call Summary and Call Tagging uses Generative Artificial Intelligence and integration with a third-party Computer Telephony Integration (CTI) application to automatically summarize and categorize call transcripts, providing customer service agents a summary of the call. Agents can review and edit the summary and tags before saving them directly to the customer contact.

Note: Call summaries are prepared by generative AI. Carefully review and verify them against trusted sources, as they may include out-of-date, inaccurate, or incomplete information.

Generative AI

Call Summary and Call Tagging is not enabled by default.

Access to this feature requires the following:

Creating an integration with a CTI application.
Configuring Characteristic Types and Customer Contact Types with Tags
Adding the Service Guide Zone (C1-SVCGUIDE) application service to the appropriate user groups.

Refer to Call Summary and Call Tagging Integration in the Administrative User Guide for more information.

Machine Learning Anomaly Scoring

Machine Learning Anomaly Scoring is a method of processing incoming initial measurement data designed to use Artificial Intelligence and Machine Learning neural network models to recognize "normal" versus anomalous measurement values, and only perform Validation, Editing, and Estimation (VEE) processing for measurements deemed to be anomalous.

See Machine Learning Anomaly Scoring and Configuring Machine Learning Anomaly Scoring in the Oracle Utilities Customer Cloud Service User Guides for more information.

Machine Learning

Machine Learning Anomaly Scoring is not enabled by default.

It relies on machine learning models that must be deployed as part of your cloud service implementation.