Oracle Boosts Utilities’ Large-Scale Customer Engagement and Results

Mo. Basuony

Published: April 13, 2026 2:05 PM ET

Oracle Boosts Utilities’ Large-Scale Customer Engagement and Results

Oracle’s Opower platform uses AI and behavioral science to reshape utility customer interactions. The system blends predictive analytics, proactive alerting, and digital self-service to meet growing grid and customer demands.

Measured impact across millions of households

Opower programs now reach nearly 45 million North American households. Since 2009 through March 2026, the platform has supported utilities with large-scale customer engagement and measurable results.

3.5 billion personalized communications sent via print, email, SMS, IVR, and push notifications.
44.6 million residential households enrolled, covering roughly 39% of the U.S. population (U.S. Census data, 2025).
Total energy savings of 44.23 TWh, equal to the use of about 111.5 million consumers.
Nearly $4.3 billion in cumulative residential bill savings for electric and gas customers.
In 2025 alone, residential bill savings reached $369 million.

Evergy case: large-scale enrollment and cost avoidance

Evergy serves about 1.4 million residential customers across Kansas and Missouri. The utility partnered with Opower to deploy behavioral energy insights and customer education.

The collaboration supported Evergy’s move to default time-of-use rates. Thirty percent of customers pre-enrolled for TOU plans. Most customers, about 80%, completed enrollment using digital self-service tools. Oracle’s tools helped Evergy avoid more than $2 million in call center costs.

Elena Johnston, Manager of Digital Products at Evergy, said the Opower automation scaled customer outreach. She noted the contact center could not have personally handled the volume of customer inquiries.

Business customers and the BCE rollout

Opower expanded services for non-residential users. The Business Customer Engagement (BCE) solution now covers 4.6 million business sites.

BCE supplies usage trends, actionable insights, and tips to lower bills. Utilities using BCE reported an 11% increase in customers believing the utility helps them manage energy. Reported billing-related customer contacts fell from 18% to 11%.

Industry outlook and innovation

Oracle continues to develop tools combining AI, load shifting, and rate engagement. These capabilities aim to reduce costs and support grid resiliency.

Mark Webster, senior vice president of Oracle Infrastructure Industries, highlighted rising power demand and system complexity. He emphasized innovation to enable proactive customer action and broader system benefits.

Industry professionals can see solutions demonstrated at the Oracle Customer Edge Summit, April 12-14. For more details and coverage, visit Filmogaz.com and follow the conversation on LinkedIn.