Optimizely Opal : Reimagining A Utility Sector Use Case

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Introduction

Customer engagement through timely and personalized push notifications plays a crucial role in todays Digital First landscape. In this post we explore how to reimagine such a real world use case in utility sector with Opal AI

Context

The Client is a leading utility provider and has developed a mobile application that enables customers to Pay Bills, Submit Meter readings, Set up Direct Debit, View Transaction History. 
To Support push notification, the App was integrated with AirShip, a Third party portal for mobile messaging.

Requirement

Automate business notification with out manual intervention for each campaign. For eg. payment reminders, Direct Debit changes, Bill generated etc 

Traditional Solution

  • Oracle Server (Legacy) : Data store , with limited support JSON /HTTPS connections
  • Azure SQL DB : Stores user and device data fetched from Airship
  • Blob Trigger : Ingests Campaign files into Azure SQL
  • Web Job : Dequeues events and pushes the notifications to Airship
  • Purge Job: Archive Sent Notifications

Reimagining with OPAL

Why use OPAL instead of Traditional Solution ?

Optimizely Opal AI features:

  • It offers Intelligent orchestration of campaigns
  • It provides Real-time personalization
  • It is empowered with AI-driven decisioning making and automation tools

Below is the Reimagined Opal-Based Solution Architecture

  1. Detect Events & Automatic Segmentation
    • Opal AI detects transactional events (e.g., payment due, meter reading submitted).
    • It can create segments users based on their behavior, their preferences, and their engagement history automatically 
  2. Generate Content 
    • Opal AI can dynamically generate personalized notification content .
    • It can then adjust the tone, the timing, and the message format based on user profile.
  3. Campaign Automation
    • It does not require manual file generation or blob ingestion.
    • push notifications are triggered via Airship or other integrated channels by Opal AI
  4. Feedback Loop
    • It will track engagement metrics (opens, clicks, conversions).
    • It further refines the future campaigns by using reinforcement learning.

Comparing Traditional  VS OPAL Solutions

Concept

Traditional

Opal AI

Notification Trigger

Campaign Files has to be manually ingested

Notifications is triggered based on events with help of AI

Personalization

Personalization limited to Static content

Personalization covers Dynamic content

Infrastructure Complexity

High (Oracle, Azure SQL, Blob, Web Jobs)

Simple, Its orchestrated by OPAL

Scalability

Not scalable because of the dependency on legacy systems

Its fully scalable with cloud-native AI

Campaign Agility

Manual, time consuming

Its Automated and real-time

Conclusion

The traditional solution does satisfy the customer's functional requirements however it involved multiple systems and dependency on rigid legacy systems , and lost of manual interventions .

But reimagining this solutions with Opal AI, now the same solution can be built in a smarter way with better customer engagement. This would definitely drive better results with minimal effort.






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