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Supercharge Your Customer Experience with Oracle Policy Automation

Supercharge Your Customer Experience with Oracle Policy Automation. Heike Lorenz Global Product Marketing Director. ORACLE PRODUCT LOGO. Safe Harbor Statement.

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Supercharge Your Customer Experience with Oracle Policy Automation

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  1. Supercharge Your Customer Experience with Oracle Policy Automation Heike Lorenz Global Product Marketing Director ORACLE PRODUCT LOGO

  2. Safe Harbor Statement 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. Agenda • Policy Automation Strategy and Recent Releases • Introducing Policy Automation Cloud Service • In-Memory Policy Analytics – In Planning

  4. Oracle Customer Experience Portfolio In Store Contact Center SocialMedia Field Service Mobile Direct Sales Oracle Marketing Oracle Commerce OracleSales Oracle Service Channel Sales Web CX Foundation PaaS, Social, Mobile, Data Mgmt, Integration Tools, Process Automation, BI

  5. Oracle Service Web Customer Service Knowledge Management Policy Automation Field Service Cross-Channel Contact Center Customer Data Management

  6. Oracle Service Web Customer Service Cross-Channel Contact Center Knowledge Management Policy Automation Field Service • Self Service • Community Support • Email Management • Chat / Cobrowse • Virtual Assistant • Customer Portal • Case Management • Guided Resolution • Customer Engagement • Social Customer Service • Unified Agent Desktop • Mobile Agent App • Knowledge Service • Knowledge Search • Knowledge Admin • Knowledge Analytics • Language Packs • Reference Apps • Asset Management • Logistics Management • Depot Repair • SchedulingManagement • Order Management • Contract Management • Personalized Advice • Compliance Management • Policy Modeling • Lifecycle Management • Policy Analytics • Determinations Services

  7. Oracle Policy Automation Italicized items are On-Premise only at this time

  8. What is Oracle Policy Automation? Oracle Policy Automation is an enterprise policy automation platform that enables organizations to capture, manage and deploy complex policies across all channels

  9. Collect COLLABORATE Collect information that resides in siloed groups - policy experts, knowledge workers and legacy systems Policy Model Collect Automate Update Analyze

  10. Model COLLABORATE Define and model policies using business language; simulate and validate prior to deployment Policy Model Collect Automate Update Analyze

  11. Model Original Policy Document 用自然语言对业务规则和法规 进行建模

  12. Automate Deploy and enforce policies and controls across all relevant business areas and applications – including self-service, call center and back-end business processes COLLABORATE Policy Model Collect Automate Update Analyze

  13. Deploy 跨渠道和流程进行部署 用自然语言对业务规则和法规 进行建模

  14. Analyze COLLABORATE Monitor and analyze policy impact in real business situations Policy Model Collect Automate Update Analyze

  15. Analyze Decisions in Real Time Decision reporting for auditability

  16. Analyze Policy ChangesBusiness Optimization and Insight Enabled by Policy Models • Get new legislation right first time • Model impact of policy changes • Easily share analysis and results • High volume policy processing • Use existing data sources • Leverage typical BI tools • Understand which policies are being used in practice • Ensure all policies are tested before deployment

  17. Update COLLABORATE Update policies, based on analysis, new regulations, changing business priorities Policy Model Collect Automate Update Analyze

  18. When Do I Need Policy Automation? Key Indicators • Inconsistency • Different agents make different decisions • Self-service and call center provide conflicting advice • Lack of transparency • No record of how agents are making decisions • Customers keep asking “how does this apply to me?” • Slow to update • Long testing cycles when legislation or policies change • Need IT to make changes to self-service experience

  19. When Do I Need Policy Automation? Example Uses • Self-service advice and online applications • Determine eligibility and apply for a benefit, license, visa etc. • Insurance or loan quotes and applications • Scholarship applications, transfer credits, course prerequisites • Cross-channel incident and case management • City services (e.g. tax advice, welfare advice, licensing, ticketing, inspections) • Life event reporting (e.g. birth of child, change of job) • Case determinations (e.g. calculate benefits, tax liability, premiums)

  20. Oracle Policy Automation Roadmap Summary 2014 2012 2013 • OPA 10.4.x • Deploy to iOS and Android • Quarterly updates • OPA Cloud Service 2013 • Cross-channel self-service • Streamlined modeling experience • Integrated with RightNow • OPA 10.4.x • Perform what-if analysis in Excel • Find untested policies • Collaborate using modules • Update databases directly • Easily check Siebel integration • Create business objects with rules • OPA 11 • In-Memory Policy Analytics • Hub for managing deployments • OPA Cloud Service 2014 • Measure actual policy usage • Share rules across projects

  21. OPA for Mobile Devices Determinations Engine for iOS and Android • Consistent determinations, even when no network: • Restaurant, construction, tax and other city inspections • Police forces – remote field case triage and handling • Child welfare • Manufacturing facility inspections • Approach • OPA Engine for ADF Mobile – same as standard OPA Engine for Java • ADF Mobile supports iOS and Android – released 2013 • Develop your UI using standard JDeveloper tooling

  22. Provide personalized web-based advice for customers and agents Introducing Oracle Policy Automation Cloud Service • Manage the policy lifecycle with streamlined cloud-based administration and deployment Customers Agents • Model policies and end user interviews in a business-friendly desktop experience Your Website RightNow CX Cloud Service Policy Automation Cloud Service Microsoft Office Policy Modeling (Cloud Edition) Policy Experts

  23. At a Glance Comparison of Policy Automation Editions

  24. Oracle In-Memory Policy Analytics(Coming in 2014)

  25. Business Challenges of Policy Change • How to do you assess the impact of policy or legislative change? • Do you feel you have sufficient information to make a decision? • How long does this process take? • Do you assess how effective your policies are? How? • Do you know which areas of your rules are receiving the most use (and misuse?) • Where would you like more visibility?

  26. Solution: Oracle In-Memory Policy Analytics Empower policy owners toquickly assess the impact of existing and proposed policy usingreal business rulesand real business data

  27. Oracle In-Memory Policy Analytics (2014) Leveragedata in existing systems such as Siebel, RightNow etc Assess the impact of proposed policy change Produce reports needed for regulatory compliance Rewrite policy in key areas first • Target review of unusual payments • Focus staff training to areas most in need

  28. Oracle In-Memory Policy Analytics (2014) Project impact of proposed policy change

  29. Oracle In-Memory Policy Analytics (2014) Identify outlying cases and unusual outcomes, such as improper payments

  30. Oracle In-Memory Policy Analytics (2014) Identify high and low traffic areas to focus policy improvement

  31. Oracle In-Memory Policy Analytics Architecture Oracle Policy Automation Oracle Times Ten In-Memory Database 1 TB DRAM, 40 Intel Cores

  32. Case Study: Stewart Title • Overview • Global title insurance and real estate services company • 7,500 offices and agencies located internationally • Serve homebuyers and sellers; mortgage lenders; title agencies; home builders

  33. Opportunity

  34. Evaluation • UI configuration • Ability to customize the user interface • Versioning • Ability to maintain multiple versions of rate manuals, and calculate past and future versions • Rule administration • Ability to implement the full range of variations found in Stewart’s rate manuals • Integration • Ability to access the rules from external applications

  35. Development Analyze Capture Publish Analysis and Development performed with tools business users understand

  36. Project Execution • Time to market • 4 times faster to develop and deploy solutions • Increased development effectiveness • Maintenance • Business users in charge of maintaining the rulebase “OPA seemed like premium calculations for Dummies.  … I liked the idea of being able to ask a few more questions before completing a calculation to ensure that the system is drilling to the correct calculation.”

  37. Results

  38. Summary • Use Oracle Policy Automation today for a powerful customer experience • Rapidly improve customer satisfaction with personalized advice • Increase transparency and agility, while saving money • Clearly understand the impact of new policies before deploying them • Scale to even the most demanding volumes

  39. Stay Connected… https://twitter.com/OracleOPA http://www.facebook.com/pages/Oracle-Policy-Automation/365522920199101 http://www.linkedin.com/groups/Oracle-Policy-Automation-3431282/about http://www.youtube.com/user/OraclePAVideos

  40. For More Information

  41. To Learn More at Openworld

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