Oracle Engagement Engine now supports Intelligent Advisor decision services. An Intelligent Advisor decision service is configured as a condition within a rule in the Engagement Engine editor and enables decision services to be added to web pages with no additional JavaScript code required. Additional attributes in the editor can manage the input and output attributes to and from the deployed decision service. A decision service can be conditionally launched, and actions taken based on the outcome of the decision service invocation.
For example, with this integration you can provide:
- Proactive, personalized customer service offerings using existing data. Instead of presenting a banner encouraging a banking customer to apply for a loan or credit product, you can send the IA decision service data known about the customer and identify that they are eligible for that loan, or credit product, and present more tailored information back to the customer.
- Specific, early intervention based on behavioral and existing data. Perfect for identifying at-risk customers, in a higher education or welfare scenario you could call an IA decision service with data about a contact’s attendance (at appointments, lectures etc) and combine that with browser behavior (checking a knowledge article on how to drop out of studies) to calculate a risk score and pop some supportive information such as “Need a short break? Have you considered deferring your studies?” or pop an agent chat, if appropriate.
For the implementation steps, see the topic Integrating Oracle Intelligent Advisor Decision Service.