- Oracle introduces AI-powered features to its Utilities Customer Platform to enhance call center operations.
- The AI capabilities could potentially save the utility industry up to $37 billion annually.
- Gas South is the first utility company to implement Oracle's new AI capabilities.
Oracle Corp (ORCL, Financial) has announced the enhancement of its Utilities Customer Platform with new AI-powered features aimed at transforming utility call centers. These innovations are designed to streamline operations, reduce costs, and improve customer service quality.
The updated platform includes AI-driven call summarization and tagging features, which will be available at no additional cost to Oracle Utilities Customer Cloud Service users. The capabilities include industry jargon recognition, protection of personally identifiable information (PII), and noise filtering. These features are expected to help utilities save 20-30% in customer operations spending, potentially totaling up to $37 billion in industry-wide savings from the current annual spending of $124 billion.
Gas South, serving nearly 500,000 customers across 14 states, is leading the implementation of Oracle's new AI capabilities. This strategic partnership demonstrates a real-world application of the technology, focusing on enhancing customer interactions and driving operational efficiency.
In addition, Oracle plans to further expand its platform's functionalities with AI-generated customer snapshots and full call transcripts. These upcoming features aim to provide comprehensive summaries and insights to assist call center agents in delivering faster service and improving customer satisfaction.
With these enhancements, Oracle continues to reinforce its commitment to integrating AI into existing workflows, providing powerful tools to address specific challenges in utility customer service operations.
