Oracle Real-time Decisions (RTD) software optimizes customer interactions across multiple channels like web, call centers, and mobile in real-time. It recommends products and services for each interaction based on factors like call reason, agent skills, and time of day. RTD automatically learns and adjusts its recommendations based on feedback to continuously improve results. It integrates across channels and is more advanced than rule-based systems. The document then provides an example of how RTD could optimize interactions with a specific customer, Robert Knowles, during a call about account fees.

1. <Insert Picture Here>
Oracle Real-time Decisions
Petr Podbraný
Oracle BI Sales Consultant

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. 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. 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. 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. • 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. 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. Robert is calling to query the recent fees on his Platinum
credit card account. The agent enters this new information in
real time.

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. 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. RTD creates an activity record in Siebel that,
depending on Robert‟s response, enables the
appropriate retention team to follow up his actions.