This image shows a diagram that contains many elements. The elements can be divided into two sections, one in the upper portion of the image and one in the lower portion. The upper portion of the screen has the following elements:
On the left side, above the label "INTEGRATION POINTS," five boxes are shown numbered 1 - 5:
Box 1 is labeled External System: IVR and contains the name "Call Begin INFORMANT." It contains a box labeled Input that contains the words Key: customerId.
Box 2 is labeled External System: CRM and contains the name "Service Complete INFORMANT." It contains two boxes, both labeled Input. The first box contains the words Key: customerId, and the second box contains the words agent, length, ...
Box 3 is labeled External System: CRM and contains the name "Get Cross Sell Offer ADVISOR." It contains two boxes: the first labeled Input with the words Key: customerId, and the second labeled Output with the word CHOICE.
Box 4 is labeled External System: CRM and contains the words "Offer Feedback INFORMANT." It contains two boxes, both labeled Input. The first box contains the words Key: customerId, and the second box contains the words positive = yes, no.
Box 5 is labeled External System: CRM and contains the words "Call End INFORMANT." It contains one box labeled Input with the words Key: customerId.
In the center, the following elements are shown, from top to bottom:
A box labeled Session ENTITY contains smaller boxes Key: customerId, customer, and cost. An arrow labeled CREATES or UPDATES points from the Call Begin INFORMANT box to the Session ENTITY box. Another arrow labeled ACCESS points from the Service Complete INFORMANT box to the Session ENTITY box. A third arrow labeled CLOSE points from the Call End INFORMANT box to the Session ENTITY box.
A box labeled Call ENTITY is located below the Session ENTITY box. This box contains a smaller box labeled agent, length, ... An arrow points from the Session ENTITY box to the Call ENTITY box.
A box labeled Select Decision DECISION is located below the Call ENTITY box. This box contains a smaller box labeled Decide on: Score = 50% Cost, 50% Max. Revenue. A two-sided arrow points between the Get Cross Sell Offer ADVISOR box and the Select Decision DECISION box. This arrow is labeled "3.1 GET CHOICE."
A box labeled Cross Selling Offer CHOICE GROUP is located below the Select Decision DECISION box. This box contains a smaller box labeled revenue, likelihood ... It also contains the text "Scores: Cost, Max Revenue" and "Events: presented, accepted." An arrow points from the Get Cross Sell Offer ADVISOR box and the Cross Selling Offer CHOICE GROUP box. This arrow is labeled "3.2 FIRE PRESENTED EVENT." Another arrow points from the Offer Feedback INFORMANT box to the Cross Selling Offer CHOICE GROUP box. This arrow is labeled "FIRE ACCEPTED EVENT."
On the right, the following elements are shown, from top to bottom:
A box labeled Customer ENTITY contains smaller boxes labeled Key: customerId and age, language, ... An arrow points from the Session ENTITY box to the Customer ENTITY box.
A box labeled Customer Data Source DATA SOURCE is located below the Customer ENTITY box. A two-way arrow points between the Customer ENTITY box and the Customer Data Source DATA SOURCE box. This arrow is labeled MAPPED TO.
A cylinder labeled RTD Database is located below the Customer Data Source DATA SOURCE box. This cylinder contains a small rounded box labeled CrossSellCustomers TABLE.
One arrow points from Customer Data Source to the RTD Database. This arrow is labeled INPUT customerID. Another arrow points from the RTD Database to Customer Data Source. This arrow is labeled OUTPUT age, language, etc...
Below the RTD Database, a box labeled OfferAcceptance Predictor CHOICE EVENT MODEL is shown. This box contains the text "Base Event: presented" and "Outcome Event: accepted." An arrow points from the OfferAcceptance Predictor box to the Cross Selling Offer box, labeled "ANALYSIS TARGET." Another arrow points from the Call End INFORMANT box to the OfferAcceptance Predictor box, labeled "5.2 TRIGGER LEARNING." A third arrow points from the Cross Selling Offer CHOICE GROUP box to the OfferAcceptance Predictor CHOICE EVENT MODEL box, labeled GET PREDICTION FOR Likelihood of acceptance.
The lower portion of the screen shows five choices side-by-side. An arrow points from the Cross Selling Offer CHOICE GROUP to each of these choices. From left to right, the choices are:
Brokerage Account CHOICE contains a box with the text Revenue = 300. It also contains the text Scores: 1. cost =150, 2. maximize revenue = (likelihood to accept) * (revenue).
Credit Card CHOICE contains a box with the text Revenue = 205. It also contains the text Scores: 1. cost = RULE, 2. maximize revenue = (likelihood to accept) * (revenue). Below this choice, a box is shown with the text Credit Card Score SCORING RULE. An arrow points from the Credit Card CHOICE box to the Credit Card Score SCORING RULE box, labeled GET COST.
Life Insurance CHOICE contains a box with the text Revenue = 185. It also contains the text Scores: 1. cost = 140, 2. maximize revenue = (likelihood to accept) * (revenue).
Roth IRA CHOICE contains a box with the text Revenue = 190. It also contains the text Scores: 1. cost = 145, 2. maximize revenue = (likelihood to accept) * (revenue).
Life Insurance CHOICE contains a box with the text Revenue = 175. It also contains the text Scores: 1. cost = 135, 2. maximize revenue = (likelihood to accept) * (revenue).