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Oracle real time decision


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Oracle real time decision

  1. 1. <Insert Picture Here> Oracle Real-time Decisions Petr Podbraný Oracle BI Sales Consultant
  2. 2. The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
  3. 3. Where Does RTD Fit? RTD optimises interactions across all channels Email Newsletters PDA Web Call Center In Person Kiosk / ATM Web Mobile Web lettersReciepts RTD
  4. 4. Business Process Optimization Customer Interaction Process Enterprise Information Model RTD Business Rules & Self-Learning Predictive Models Inputs Process data & context Process decision point & feedback • Recommends products and services in real time in the context of each interaction e.g. Call reason, Agent skill level, Time of Day, Pages Seen, Links Clicked… • Takes into account multiple, competing business priorities e.g. maximise revenue whilst minimize cost and ensure channel compliance • Automatically learns and self-adjusts based on feedback to continuously improve results • Significantly more advanced and scalable than “rule-based” systems • Integrates across multiple interaction channels e.g. web, call centre, teller, kiosk, etc What Does RTD Do? Optimising customer interactions drives more value
  5. 5. Source Databases Analytical Mart Data Mining Tools Scores and Lists Operational Applications Traditional Learning Process: models lag by weeks or months Continuous Self-Learning Process: models are updated in real-time feedback: days or weeks input from external models and lists Advantages: • Automatic model creation • Quick to react when behavior changes • Allows broader scope of analysis • Simple to implement and run Operational Applications feedback: immediate decisions events Self-Learning Analytics Is RTD Same as Data Mining? RTD is Continous Self-Lerning Process Respecting Business Rules
  6. 6. • Demographics: Seg5-HP • 43 year old Senior Manager • Married with 3 children • Own home with low mortgage • Customer for 20 years • Usage Profile • Current (checking) account • Regular ISA savings plan • Ad hoc investments • High Value • Gold Segment • Assets • Check Book • Debit and Platinum Cards • Some stocks and bonds • Call Purpose • Query recent account fees Robert Knowles How Can RTD Help? Introducing Robert Knowles – VP Engineering
  7. 7. Robert Knowles is recognized as an exec VP living in San Francisco. … based on Robert‟s customer and usage profile, RTD predicts that he currently does not have an unusually high risk of churning, and therefore no retention treatment is warranted, and … … that the “Gold Investor Service” is the marketing offer that is most appropriate for Robert.
  8. 8. Robert is calling to query the recent fees on his Platinum credit card account. The agent enters this new information in real time.
  9. 9. RTD predicts in real time that Robert‟s churn risk has increased to „danger‟ level and that an appropriate retention offer needs to be made right now in order to retain Robert‟s high value business. Hence the agent is empowered to upgrade Robert to a „No Fee Banking‟ plan.
  10. 10. Robert‟s response is registered by the agent. The response information is recorded in Siebel AND is communicated to the RTD in real time for self-learning.
  11. 11. RTD creates an activity record in Siebel that, depending on Robert‟s response, enables the appropriate retention team to follow up his actions.