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Oracle Real-time Decisions
Oracle BI Sales Consultant
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.
Where Does RTD Fit?
RTD optimises interactions across all channels
Call Center In Person
Kiosk / ATM
Web Mobile Web
Business Process Optimization
Customer Interaction Process
Enterprise Information Model
Business Rules &
Self-Learning Predictive Models
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
• Automatically learns and self-adjusts based
on feedback to continuously improve
• Significantly more advanced and scalable
than “rule-based” systems
• Integrates across multiple interaction
channels e.g. web, call centre, teller, kiosk,
What Does RTD Do?
Optimising customer interactions drives more value
Traditional Learning Process: models lag by weeks or months
Continuous Self-Learning Process: models are updated in real-time
feedback: days or weeks
• Automatic model creation
• Quick to react when behavior changes
• Allows broader scope of analysis
• Simple to implement and run
Is RTD Same as Data Mining?
RTD is Continous Self-Lerning Process Respecting Business Rules
• 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
• Check Book
• Debit and Platinum Cards
• Some stocks and bonds
• Call Purpose
• Query recent account fees
How Can RTD Help?
Introducing Robert Knowles – VP Engineering
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.
Robert is calling to query the recent fees on his Platinum
credit card account. The agent enters this new information in
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‟
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.
RTD creates an activity record in Siebel that,
depending on Robert‟s response, enables the
appropriate retention team to follow up his actions.