4Using Siebel In-Memory Next Best Action
Using Siebel In-Memory Next Best Action
This chapter describes how to use Siebel In-Memory Next Best Action. It includes the following topics:
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.
Viewing Recommendation Data for Contacts
For Business-to-Customer (B2C) applications, you can view data for real-time decisions in the Contact Summary (RTD) view.
To view data for real-time decisions for a contact
Navigate to the Contacts screen, then the Contacts List view.
Drill down on the Last Name field for the contact record.
Click the Contact Summary (RTD) tab, and navigate to Recommendations.
The view displays the applicable activities, recommendations, and retention actions for the contact that you selected.
Viewing Recommendation Data for Accounts
For Business-to-Business (B2B) applications, you can view data for real-time decisions in the Account Summary (RTD) view.
To view data for real-time decisions for an account
Navigate to the Accounts screen, and then the Accounts List view.
Drill down on the Name field for the account record.
Click the Account Summary (RTD) tab.
The view displays the activities, recommendations, responses to recommendations, and retention actions for the account that you selected.
Viewing Details About Interactions
In the preconfigured application, the Contact Summary (RTD) and Account Summary (RTD) view tabs include an Interactions subtab. The Interactions subtab displays details about interactions that occur between Oracle’s Siebel Business Applications and Oracle Real-Time Decisions for a particular contact or account. All of the transaction or session attributes for an RTD Advisor call and the recommendations returned by Oracle Real-Time Decisions are detailed in this subtab in a Request Attributes applet and a Recommendations History applet.
Administrators can add the Request Attributes and Recommendation History applets to views for entities other than contacts and accounts. For more information about adding applets to views, see Creating Customized Views for RTD Recommendations.
Viewing Details About Interactions for Contacts
Use the following procedure to view details about interactions for contacts.
To view details about interactions for contacts
From the Site Map, navigate to the Contacts screen, the Contacts List view, the Response Management (RTD) view, and then the Interactions subtab.
Query for the contact whose interactions you want to view.
A record is created for each request made to RTD. Each record contains details that include when the request was made, recommendations, and the request attributes. The following table lists the fields that are displayed.
Field Description RTD Name
Name of the Inline Service on the Oracle Real-Time Decisions Server
Request Date
When the recommendation was sent to the Oracle Real-Time Decisions Server
Scroll to the Recommendations History applet. The Recommendations History applet describes recommendations and details returned by RTD for a specific interaction. The following table lists the fields that are displayed.
Field Description Recommendation Id
Unique identifier of the recommendation
Recommendation Name
The name of the recommendation
Recommendation Type
The recommendation type, such as Marketing Offers, Loyalty Promotions, and Products
Response
Response chosen for the specific recommendation
Scroll to the Request Attributes applet. The RTD Request Attributes applet describes the attributes that are passed to RTD when an RTD Advisor call is made. The following table lists the fields that are displayed.
Field Description Attribute Type
Possible values include Session and Transaction.
Attribute Name
The name of the attribute. This parameter is passed to the Oracle Real-Time Decisions Server with the request.
Attribute Value
The value of the attribute. This attribute parameter value is passed to the Oracle Real-Time Decisions with the request.
Viewing Details About Interactions for Accounts
Use the following procedure to view details about interactions for accounts.
To view details about interactions for accounts
From the Site Map, navigate to the Accounts screen, the Account List view, the Response Management (RTD) view, and then the Interactions subtab.
Query for the account whose interactions you want to view.
A record is created for each request made to RTD. Each record contains details including when the request was made, recommendations, and the request attributes. The following table lists the fields that are displayed.
Field Description RTD Application
Name of the Inline Service on the Oracle Real-Time Decisions Server
Request Date
When the request was sent to the Oracle Real-Time Decisions Server
Scroll to the Recommendations History applet. The Recommendations History applet describes recommendations and details returned by RTD for a specific interaction. The following table lists the fields that are displayed.
Field Description Recommendation Id
Unique identifier of the recommendation
Recommendation Name
The name of the recommendation
Recommendation Type
The recommendation type, such as Marketing Offers, Loyalty Promotions, and Products
Response
Response chosen for the specific recommendation
Scroll to the Request Attributes applet. The Request Attributes applet describes the attributes that are passed to RTD when making an RTD Advisor call. The following table lists the fields that are displayed:
Field Description Attribute Type
Possible values include Session and Transaction.
Attribute Name
Name of the attribute. This parameter is passed to the RTD server with the request.
Attribute Value
Value of the attribute. This attribute parameter value is passed to the RTD server with the request.