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Partner Webcast – Oracle Endeca Information Discovery (EID) & Oracle Real-Time Decisions (RTD): Evolving IT and Customer Experience
 

Partner Webcast – Oracle Endeca Information Discovery (EID) & Oracle Real-Time Decisions (RTD): Evolving IT and Customer Experience

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Knowing more about your business—and knowing it faster than others—is the best way to power innovation and gain an edge on your competition. ...

Knowing more about your business—and knowing it faster than others—is the best way to power innovation and gain an edge on your competition.

Businesses today must have a fast, focused response when something unexpected happens, or risk losing customers and revenue. Top performers know how hard it can be to analyze information that is vast, varied, and often outside the warehouse.

As the #1 vendor in business analytics with the industry’s most complete and integrated range of enterprise-class business intelligence (BI) solutions, Oracle leads the way in helping organizations gain more insight, across more data, and drive better outcomes in every aspect of their business. Oracle Endeca Information Discover and Oracle Real Time Decisions are the 2 major components that we will be focusing.

[Read More @ https://blogs.oracle.com/imc/entry/partner_webcast_oracle_endeca_information]

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    Partner Webcast – Oracle Endeca Information Discovery (EID) & Oracle Real-Time Decisions (RTD): Evolving IT and Customer Experience Partner Webcast – Oracle Endeca Information Discovery (EID) & Oracle Real-Time Decisions (RTD): Evolving IT and Customer Experience Presentation Transcript

    • 1 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. CUSTOMER LOGO “This slide format serves to call attention to a quote from a prominent customer, executive, or thought leader in regards to a particular topic.” Name Title, Company Name
    • 2 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Oracle Endeca Information Discovery & Real-Time Decisions: Evolving IT and Customer Experience Bilal Ibdah Senior Technology Sales Consultant - Big Data, Business Analytics, ECM
    • Copyright © 2014, Oracle and/or its affiliates. All rights reserved.3 Agenda Part 1  What is Endeca?  Endeca components and use cases  Demo
    • 4 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. KNOWN QUESTIONS UNKNOWN QUESTIONS IDENTIFIED DATA FOCUS UNIDENTIFIED DATA FOCUS Business Intelligence Broad Insight on Modeled Questions Data Discovery Deep Insight on New Questions Business Intelligence and Data Discovery Distinct but Complimentary Capabilities for Business Analytics Drive focus on data that most impacts the business Incorporate new questions and data perspectives into enterprise model
    • 5 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Optimized for Exalytics In-Memory Machine Business Intelligence and Data Discovery More Powerful Together. Analysis Problems Measure, Analyze, Report Discovery Problems Investigate, Explore, Understand Unstructured Data Diverse, textual, uncertain quality Structured Data Modeled and conforming Oracle Business Intelligence Proven Answers to Known Questions Oracle Endeca Information Discovery Fast Answers to New Questions Identify what to promote to cultivated, governed, and widely available Change requires exploration, new information; Start from curated information
    • 6 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Data Discovery Offers Agility for the Unanticipated Ask New Questions Unscripted exploration across wide range of data characteristics See New Patterns Interactive visualizations that reveal patterns hidden in dataAdd New Data Rapidly combine new data with existing sources
    • Copyright © 2014, Oracle and/or its affiliates. All rights reserved.7 Unstructured Data Unlocks Deeper Insights Combining Structured Data and Unstructured Dialogues Creates New Perspectives Customer Reviews “.. zoom feature must be broken, seems stuck on wide angle setting..” Employee Surveys “.. compensation changes are not incenting sales team to target SMB customers..” Competitor FUD Public Opinions “.. our new model surpasses the D150 in quality, functionality and ease of use..” “..posted some more landscapes from my D150. Love it, picture quality is awesome..” + Sales History  Marketing Spend: +21%  # Platinum Customers: +7% YOY Sales: -45%
    • Copyright © 2014, Oracle and/or its affiliates. All rights reserved.8 Oracle Endeca Information Discovery Oracle BI Server Models Cloud and Social Personal Excel Files IT Provisioned Enterprise Data Documents and Web Pages Agility Quickly combine diverse content. Create a dynamic relationship between business and IT Confidence Explore trusted enterprise data blended with personal and external sources using powerful managed infrastructure Innovation Expose patterns in unstructured data and text heavy content, including themes and sentiment, for broader perspectives and deeper insights Agile and Confident Data Discovery that Drives Innovation across the Enterprise
    • Copyright © 2014, Oracle and/or its affiliates. All rights reserved.9 Endeca Information Discovery for Business Users The Complete Enterprise Solution for Self-Service Data Discovery CONFIDENCEAGILITY INNOVATION  Easy self-service data mash up  Drag and drop discovery dashboard creation  Consumer style exploration  Connect to trusted corporate data sets  Robust enterprise platform  Tight integration with Oracle BI  Blend diverse content for unique perspectives  Unlock hidden insights in dialogue and text  Perform collective decision making
    • Copyright © 2014, Oracle and/or its affiliates. All rights reserved.10 Endeca Information Discovery for IT Empower Business User Independence with Governance and Control CONFIDENCEAGILITY INNOVATION  Deploy complex apps faster than ever before  Reduce the BI request backlog  Build prototypes and explore new ideas  Deliver access to data the business can trust  Enterprise scalability and performance  Control vigilante data discovery  Tackle big data variety  Model free discovery  Rapidly expose concepts and sentiment ✓ + Unstructured TextStructured Data --alternator issue-------- -------------------------------- faulty alternator---------- -------------------------------- ---------------alternator--- -------------------------------- alternator not charging --------------------------------
    • Copyright © 2014, Oracle and/or its affiliates. All rights reserved.11 Endeca Components
    • Copyright © 2014, Oracle and/or its affiliates. All rights reserved.12 EID Studio Mash up diverse data and create discovery applications anyone can use Self-Service Provisioning Sharing and Collaboration Drag & Drop Composition Intuitive Exploration Oracle Endeca Information Discovery Agile Platform for Data Discovery on Structured and Unstructured Data State CA (1,203) NY (512) IL (312) MA (211) CO (102) Brand Nikon (3,453) Canon (1,512) Fuji (322) Panasonic (211) search.. purchase intent passionate user- friendly loyalty Price Range Source ORCL (301,203) SAP (11,512) EDW (10,312) Discovery Applications Structured Data Unstructured Content EID Integrator Quickly integrate and enrich structured and unstructured data Innovative ETL Web and File Crawling Text Enrichment TEXT Endeca Server Scalable, secure and centrally managed in- memory search analytic engine
    • Copyright © 2014, Oracle and/or its affiliates. All rights reserved.13 Oracle Endeca Server At the Nexus of Key Technology Trends Search Index In-Memory Analytics / Multi-core Parallel Query Columnar Storage Hybrid Search/Analytical Database Analytical Databases Unstructured Data Management Endeca Query Language (EQL)
    • Copyright © 2014, Oracle and/or its affiliates. All rights reserved.14 Integrator – Graphs and Discovery Components
    • Copyright © 2014, Oracle and/or its affiliates. All rights reserved.15 Self-Service Data Mashup and Discovery Dashboards Endeca Studio Business User Agility with Self-Service Data Mashup • Charts now use HTML5 for adaptive layouts • Color pinning • Date/time improvements • Multi-layer heat maps • Driven by point density and/or metric aggregations • All components now on view layer • Merged metric summary and alerts • Highly configurable results list • Metric driven tag clouds
    • Copyright © 2014, Oracle and/or its affiliates. All rights reserved.16 Use cases
    • Copyright © 2014, Oracle and/or its affiliates. All rights reserved.17 Oracle Endeca Information Discovery Understand the complete picture with context from any source Transactions TxnID ProductI D Category Amoun t 12324 506 Mountain Bike 499 12325 507 Road Bike 1399 BI Star Schemas Metrics: Margin = Sales - Cost, … Dimensions: Customer, Product, … “The new 506 from Acme is a solid road bike. 3.5 stars.” Websites Product Reviews “Thinking about buying a new road bike. Anyone know anything about the Acme 506?” Social Media Customer Comments Enterprise Applications Unstructured Text Fields “Customer reported receiving wheel with bent spokes…” Marketing Strategy Document Chapter 1. … Enterprise Content System MS Office Documents, Internal Notes “Why did sales fall? Was it bad reviews? An unsuccessful marketing campaign? Quality issues?”
    • Copyright © 2014, Oracle and/or its affiliates. All rights reserved.18 Quality Analysis – Detect Product Issues Earlier Predict potential quality problems by early detection of issues in the field Warranty Claims ClaimID ProdID PartID Date CustID Dealer PartCost LaborCost 12324 506 234 12/3 1233 Dealer1 $300 $200 12325 507 235 12/4 1545 Dealer2 $450 $900 Websites Industry Forums Product Quality Application Customer Verbatim Websites Government Agencies Sales Transactions ProdID Wk CustID Date Dealer Price 506 25 1233 10/3 Dealer1 $35,000 507 26 1545 09/4 Dealer2 $22,000 EDW & BI Applications Product Sales Metric: Sale Price Dimensions: Customer, Product, Dealer, Date Warranty Claims Metric: Claim Count, Labor Cost, Part Cost Dimensions: Customer, Product, Part, Dealer, Date “How do we avoid costly product recalls? What parts receive the most claims? What other products contain those parts? Who supplies those parts? What did the customer say was wrong? What are industry experts and other consumers saying about our products?” Safety Administration Claim from Competitor X – Model ABC – After driving this car for only 3 months, I started having… “.. focus on passenger vehicle crashes, and are used to investigate injury mechanisms to identify potential improvements in vehicle design.…” “Love my new car but having difficulty controlling steering on sharp corners..” Social Media Consumer Comments and Sentiment “..customer heard a rattling sound toward left front driver side. Had issues with steering column locking…”
    • 19 Copyright © 2014, Oracle and/or its affiliates. All rights reserved.
    • 20 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Oracle Exalytics InfiniBand Oracle’s Big Data solution Oracle Big Data Appliance Oracle Exadata InfiniBand Acquire Organize & Discover Analyze Decide Endeca Information Discovery Oracle Real-Time Decisions CEP
    • 21 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Real-Time Decisions
    • 22 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Agenda: Part 2 • Real Time Decisions Functionality & Use cases • Real Time Decisions Technical Architecture • Demo
    • 23 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. The Evolution of Decision Management Yesterday • From Point Optimization to Flow Optimization Today & Tomorrow Independent or coordinated marketing / merchandizing programs Interdependent cross-channel logic driving optimized customer experiences Dedicated call wrap-up slot for contact center offers Web Call Center Web Fully dynamic and personalized cross- channel user interactions offer / product / content / user flows Dedicated slot for web offers or product recommendations Branch Social Media Mobile
    • 24 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. What is Oracle Real Time Decisions? • Flexible Decision Management Framework – Rules, Models, Arbitration, Optimization – J2EE Application which can be integrated with multiple systems – Flexibility to create both automated and deterministic personalization logic including offline 3rd party models • Automated Self Learning Models – Incrementally and Automatically builds 1000s of decisioning and learning models – Provide insights into patterns of customers, processes and interactions for better targeting – Reports on which variables are most predictive to manage and maintain • Quantifiable Results – Provides multiple test/control scenarios to measure and evaluate success Optimized Customer AND Business Centric Actions Goal Arbitration Eligibility Rules & Models Choices/Offers
    • 25 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Operational Applications RTD Enables Operational Business Intelligence BI & Analytics Solutions Real-Time Decision Solutions  Bridges gap between operational and analytical worlds  Provides a channel agnostic real-time decision engine to operationalize analytics in the context of process workflow  Helps to optimize processes by applying predictive logic  Creates new behavioral & contextual insights through continuous learning
    • 26 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. RTD Enables Adaptive Business Processes Decisions as a Service • Process learns and continuously optimizes in real-time or batch based on closed loop information • Analytical decisions for each interaction • RTD Recommends with rules & predictive models • RTD Learns from each interaction • Process Optimization across business process goals • Process leverages common data model of real-time and historical data • Decisions based on facts, context, analytic insights Real-Time Closed Loop Self-Learning Business Process Execution INFORMANT Process data ADVISOR Recommendations CRM data SUPPLIERS Enterprise Information Model OLTP BI Grid INFORMANT Feedback
    • 27 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. RTD for Optimized Decisioning Interaction-Centric Approach Customer and Transaction Data Data Mart Scores and Lists Operational Systems Traditional Analysis: Real-Time Decisions: Predicate Incidence and Self-Learning Models audit and collection cycle: model lags by weeks or months Operational Systems feedback: immediate decisions events Self-Learning AnalyticsAdvantages: • Automatic model creation • Quick to react when behavior changes • Allows broader scope of analysis • Lower cost of ownership Learned Indicators & Heuristics Behavior Profiles Codify and Automate
    • 28 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. © 2014 Oracle Corporation RTD Use Cases
    • 29 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Oracle RTD for Online Gaming © 2014 Oracle Corporation Client • World's largest internet betting exchange, based in London • Over 4M clients and a turnover in excess of £50m/week • 3bn page impressions per day, 5m transactions/day • Allows clients to bet at odds set by other clients rather than a traditional bookmaker business model • Charges commission on all winning bets set at 5% of the net winnings for most markets • Can be seen as bearing a strong similarity to that of the a Stock Exchange business model Company Goals • Increase customer revenues (ARPU) through personalized recommendations • Maximize return and minimize cost of promotions • Reduce operational cost by automation of business rules Project #1 – My Market Recommendations • Aim to provide personalized betting market recommendations to customers on homepage • Utilizes RTD’s advanced multi dimensional modeling capabilities to predict customers interest in multiple aspects and characteristics of sports events and betting markets Project #2 – Promotion and Banner Recommendations • Provides personalized banner and promotion recommendations on homepage
    • 30 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Oracle RTD for Online Gaming Personalised ‘My Market’ Recommendations
    • 31 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Oracle RTD for Cross-Sell & Retention • Client – French mobile and internet service provider – 14 M mobile customers, 6000 employees – 3rd french cell operator, 1st to introduce 4 play offers, and other innovative offers • Goals – Leverage inbound interactions for cross-selling and up-selling – Easy integration into contact center processes – Unified Inbound – Outbound Marketing Strategy – Build on new, Siebel based, 360° customer centric and multi-channel SOA information system • Implementation – Contact Center deployment on top of Siebel – Integration with Siebel Marketing (Dynamic Choices) – Integration with Oracle OLTP and Teradata OLAP data sources • Results – Now deployed with 3000 agents – Evaluating ROI on decisions scored by RTD predictive models Telecom © 2014 Oracle Corporation
    • 32 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 2 – « Recommandations RTD » « Customer View » with RTD recommendations 1 – « Client 360 View » 3 – « Recommandation / Campaigns » 4 – « Response »
    • 33 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. RTD OLTP Oracle OLAP Teradata Customer Profile Campaigns Interest Declarations Interrupted browsing Unpaid invoices Household … Value Added Indicators LTV indicators RFM indicators Alerts (Cancellation, Credit, …), Customer Sales Agent Oracle RTD for Cross-Channel Next Best Action Cross-Channel Deployment Service Agent Siebel Personalized List of Prioritized Next Best Actions Telecom
    • 34 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Oracle RTD for Marketing Personalization Client • A global Financial Service Institution with 10+ years of experience executing successful real-time personalization programs on their Ecommerce Banking Web site - 30 Million sessions per day • Selected RTD out of 25 Vendors to support it’s 10+ years cross-channel “Personalization Utility” roadmap - 400+ business requirements, 100M data records for predictive modeling benchmarking •Top 150 US Web site according to Alexa.com traffic ranking Goals • Improve consumer’s online experience and maximize revenue opportunities from each web visit • Combine offline & real-time predictive models to optimize offer click-thru & conversion rates • Reduce time to market by providing business users controls over the lifecycle of offers Financial Services Online
    • 35 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Oracle RTD for Customer Optimization Project Summary Project 1 – Website Optimization • Largest RTD worldwide deployment generates 100% lift in value per impression • Support personalization for high traffic pages in the US and migrating international sites • RTD handles 400M Marketing Messages per Month Project 2 – Interactive Marketing Lifecycle Management of Choices • Enabled daily change cycles, versus bi-weekly, by providing direct business user control over personalization logic & associated content • End-to-end “campaign-to-offer-to-creative-to-placement-to presentment” in support of marketing “ideation to production workflow” Project 3 – Recommendations For Mobile •RTD is now being used to push personalized recommendations to Smart Phones and Tablets Project 4 – Facebook Page Recommendations • Rules utilize Facebook opt-in shareable/actionable profile attributes • Utilize models based on Corporate web page choice presentments to push recommend offers . Project 5 – Call Center Service Optimization •Provide Next Best Action for Service Related Calls •Improve Process related to determine automated approvals Online Financial Services
    • 36 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. The RTD Decision Framework Framework • Choices • Possible process outcomes: Offers, Messages, Svc Questions, Appropriate Agent, Content, Treatments, etc • Entities • Attributes used as inputs to decisions: customer, account and interaction data • Models & Rules • Rules that support decisions and scoring • Predictive models that support decisions • Performance goals • Business objectives (KPI’s) by which value of decision is measured • Decisions • Executes models and rules, then applies performance goals to recommend ‘best’ Choices • Real Time Analytical Reporting • Executes models and rules, then applies performance goals to recommend ‘best’ Choices Rules & Models Entities Choices Decisions Recommendation(s) Performance Goals
    • 37 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Eligibility Engine Scoring Engine Decision Server 1. Send session id 5. Determine eligible choices 6. Score eligible choices 7. Return ranked choices Learning Engine 8. Closed loop9. Automated closed loop 3. Send context data2. Create session & load customer data 4. Request recommendation Customer Interaction Touch Points RTD Decision Framework Personalized Recommendations • Oracle Database • Oracle Business Intelligence Enterprise • Teradata (V2R6 12.0, 13.0, 13.1) • IBM DB2 • Microsoft SQL Server Data Sources Learning & Meta Data • Oracle Database • IBM DB2 • Microsoft SQL Server
    • 38 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. RTD Platform and Integration Points CRM System Scoring Data Transaction Data Contact Data Suppliers AdvisorsInformants Enterprise Apps Customer Touch-points, … Decision Server Profile Manager Learning Engines Decision Engines Goal Manager Business & IT User Interface Inline Service • Informants & Advisors – Handle information events and requests for decisions from enterprise applications • Suppliers – Deliver profile data on demand • User Interfaces – Analyze data, create offers, configure system
    • 39 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Demo
    • 40 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Q&A
    • 41 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. STAY CONNECTED blogs.oracle.com/IMC twitter.com/oracleIMC youtube.com/OracleIMCTeam facebook.com/oracleIMC ORACLE COMMUNICATIONS oracle.com/subscribe ORACLE.COM/PARTNERS/GOTO/HUB-ECEMEA
    • 42 Copyright © 2014, Oracle and/or its affiliates. All rights reserved.