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Scenario for Using Siebel In-Memory Next Best Action to Provide Cross-Channel Support

This topic gives one example of how Siebel In-Memory Next Best Action functionality might be used in a scenario that also involves a Web site, a mobile device, and Siebel Call Center working together. You might use Siebel In-Memory Next Best Action differently, depending on your business model.

An existing customer, who is a member of a luxury furniture store's Siebel Loyalty program, logs in to a company's Web site. Siebel In-Memory Next Best Action functionality presents the customer with an offer for kitchen refurbishment, and this offer is based on information about the sites that the customer has browsed to. The customer does not accept the initial offer for kitchen refurbishment, but she does navigate to the Beds page and does not purchase a bed, but she does add a bed to her Favorites. The customer then receives a message on her phone from the furniture store's mobile application that invites her to review special offers selected for her. The mobile application displays two offers: one for a bed and one for a bed cover. The customer enters her credit-card information and confirms her shipping address, and she purchases both the bed and the bed cover using the mobile application.

After three days, her order has not arrived during the expected period, so the customer calls the company to investigate. Within the Contact Summary (RTD) list, the agent clicks New to enter the inbound call as a new activity within the Activities screen, notes the customer's complaint, apologizes for the delay, and confirms the shipping status of the order. Within the call center agent's screen, the Retention Action screen displays a value in the Churn Indicator field that indicates an increased percentage of risk for customer churn. Based on the inbound call activity, the CallAdvisor call calculates this value and transfers it to Oracle Real-Time Decisions.

To decrease the risk of customer churn, Oracle Real-Time Decisions returns two recommendation offers for the agent to suggest to the customer. The customer declines the first offer, but she accepts the second offer for loyalty points in return for sharing a photo of her house. At the end of the interaction, the customer is automatically enrolled in the Loyalty promotion.