CX Intelligent Apps for Oracle Adaptive · 2020-05-12 · The report checks the outcome against the...

Oracle AdaptiveIntelligent Apps forCX

Using Adaptive Intelligent Sales

March 2020

Oracle Adaptive Intelligent Apps for CXUsing Adaptive Intelligent Sales

March 2020

Part Number: E95993-18

Copyright © 2018, 2019, 2020, Oracle and/or its aliates.

Authors: Adaptive Intelligent Apps for Customer Experience Information Development

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Contents

Preface .................................................................................................................................. i

1 Overview 1Welcome to Adaptive Intelligent Sales ....................................................................................................................................... 1

Accessibility ...................................................................................................................................................................................... 3

2 Insights Reports 5Overview ........................................................................................................................................................................................... 5

Status Report ................................................................................................................................................................................... 5

Accuracy Report ............................................................................................................................................................................. 6

Engagement Report ....................................................................................................................................................................... 6

3 Supervisory Controls 9Overview ........................................................................................................................................................................................... 9

Deal Acceleration ............................................................................................................................................................................ 9

Recommended Action Threshold ............................................................................................................................................. 10

4 Data Processing Status 11Overview .......................................................................................................................................................................................... 11

Monitor Data Processing Jobs .................................................................................................................................................... 11


Preface

PrefaceThis preface introduces information sources that can help you use the application and this guide.

Using Oracle ApplicationsTo nd guides for Oracle Applications, go to the Oracle Help Center.

Documentation AccessibilityFor information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website.

Contacting OracleCustomers can access electronic support through Oracle Support. For information, visit My Oracle Support or visitAccessible Oracle Support if you are hearing impaired.

Please give us feedback about Oracle Applications Help and guides. You can send an e-mail to:[email protected].

i

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mailto:[email protected]


Preface

ii


Chapter 1Overview

1 Overview

Welcome to Adaptive Intelligent Sales Adaptive intelligence combines decision science and machine learning to help your salespeople increase and acceleratesales. When they view their opportunities, they get recommendations to increase their win rates and insights that helpthem close deals faster.

This image illustrates the high-level ow of data feeding into adaptive intelligence to predict opportunity win probabilityand recommend actions.

1


Chapter 1Overview

Recommended ActionsThe adaptive intelligence models estimate win probability for opportunities. If there’s a mismatch between themodels’ estimate and the salesperson’s estimate, it alerts the salesperson. The models also estimate opportunity winprobabilities for all recommended actions so that salespeople see only those with higher win probability estimates. Yoursalespeople can use the recommended actions to improve their chances of winning opportunities.

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Chapter 1Overview

Let’s look at an example. Suppose the role marked as the primary contact on an opportunity correlates with a low winrate in the past. The reason might be that this contact isn't the decision maker in the organization. And so the modelsrecommend that the salesperson checks that the primary contact is the decision maker.

Deal AccelerationYour salespeople can accelerate sales by identifying opportunities that they can close early to meet their sales targetsevery quarter.

For deal acceleration to work, here are a few tasks you must complete:

• Congure your chatbot to use the API for opportunity win probability predictions.

• Set the nancial year end date.

When you have done these tasks, your salespeople can use the chatbot to get predicted win probabilities foropportunities.

Accessibility You can use assistive technology products, such as screen readers, while you work in the application. You can also usethe keyboard instead of the mouse. This table lists the supported accessibility features for Oracle Adaptive IntelligentApps for CX.

Feature Description

Zoom

You can use your browser's zoom feature to resize text up to two hundred percent without loss ofcontent or functionality.

Contrast

Large-scale text and images of large-scale text have a contrast ratio of at least 3:1. Other text andimages of text have a contrast ratio of at least 4.5:1.

Screen Reader

You can use screen readers. No special mode is required to enable them.

Timing Adjustable

If you experience being timed out of the application, your Oracle Identity Cloud Service administratorcan extend the session expiry period.

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Chapter 1Overview

4


Chapter 2Insights Reports

2 Insights Reports

Overview

Navigate to Sales > Insights to review these reports:

• Status report for status of opportunities and recommended actions

• Accuracy report for accuracy of adaptive intelligence predictions of opportunity outcomes

• Engagement report for your salespeople’s engagement with recommendations

Status Report

Select a 12 month period and review the trend in number of actions recommended to your salespeople.

Let’s take a closer look at how you can use the status report.

• Monitor data ingestion by checking the number of open opportunities and the opportunities that closed in thelast 30 days. If you don’t see these numbers, check your connection seings or contact Oracle Support.

• Review the number of recommendations generated in a specic period.

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Accuracy Report

Review the accuracy of adaptive intelligence predictions of opportunity outcomes.

The report counts the prediction as accurate if it was correct two-thirds of the way through the opportunity life cycle.For example, let's take an opportunity that was open for 90 days and closed on September 30th. The report checksthe outcome against the prediction given on August 30th. If the opportunity win prediction was greater than 50% onAugust 30th, and the opportunity outcome was a win, the application considers the prediction as accurate.

If the graph on the report shows a lot of variance month-to-month, you can select Show Moving Average to view theaverage from all previous data.

Here’s an example of the accuracy report.

Engagement Report

See a summary of the feedback from your salespeople about the recommended actions for opportunities.

Your salespeople can provide feedback on recommendations by marking them as good or not helpful. This screenshotshows an example of the Recommendation dialog box on the Opportunities page.

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You can either view the graph for all recommendations or lter by recommendation type to view the graph for thatspecic recommendation type. For details on recommendation types, see Recommendations. The graph shows thesummary of this feedback in counts or percentages. If the graph shows a lot of variance month-to-month, you canselect Show Moving Average to view the average from all previous data. If the level of feedback is very low, check thatrecommendations are being displayed for your salespeople. If recommendations aren’t being displayed, check yourconnection seings or contact Oracle Support.

Here’s an example screenshot of the engagement report.

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https://www.oracle.com/pls/topic/lookup?ctx=en/cloud/saas/adaptive-intelligent-apps-for-customer-experience&id=aisRecommendations



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Chapter 3Supervisory Controls

3 Supervisory Controls

Overview

You can use the Sales Seings page to congure these seings:

• Financial year end date for use in deal acceleration

• Recommended action threshold to show only eective recommendations to salespeople

Here’s a screenshot of the Sales Seings page.

Deal Acceleration

Accelerate deals for salespeople by helping them identify opportunities that they can close early to meet theirquarter-end sales targets when there’s a forecasted shortfall. To enable deal acceleration, congure the REST APIfor win probability predictions with your chatbot. Adaptive intelligence models can then predict win probability foropportunities based on the specied nancial year end date.

Before You StartSet your organization’s nancial year end date using supervisory controls. The adaptive intelligence models use thisdate to predict if salespeople can close a specied opportunity early.

Your chatbot uses this information while chaing with salespeople. When salespeople have questions on the impact ofclosing a specied opportunity in a quarter, the chatbot provides insights immediately. It already knows your nancialyear end date.

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Chapter 3Supervisory Controls

How it WorksWhen your chatbot calls the API, adaptive intelligence models start their prediction. The models predict the winprobability of the specied opportunity if a salesperson was to close the opportunity in the current quarter. Yoursalesperson can then make informed decisions about which opportunities to close, to meet quarter-end targets.

For more information about the REST API, see these sections in REST API for Oracle Adaptive Intelligent Apps:

• Opportunity Win Probability Predictions under Tasks

• Predict Opportunity Win Probability under Use Cases

Recommended Action Threshold

Set a recommended action threshold to show only eective recommendations to salespeople. Your salespeople canthen focus only on those actions that the adaptive intelligence models predict to have a specied impact on theiropportunity win probability. The default threshold is 50%.

You can increase the threshold to narrow down the number of recommended actions further, or decrease the thresholdto show more recommended actions. For example, you have set the threshold to 40% and there are no recommendedactions being shown. You decide to reduce the threshold to 20% to show more recommended actions. If the dierencebetween the adaptive intelligence win probability prediction and the opportunity win probability prediction is 20% ormore, the recommended action is shown.

10

http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=AIAIO


Chapter 4Data Processing Status

4 Data Processing Status

Overview

Use the Data Processing Status page to view a summary of ingested data and monitor the status of data processing inthe application. You can view the status of data ingestion, aening, and the processing of opportunity win probabilityand recommended actions.

Monitor Data Processing Jobs

Monitor data processing jobs and troubleshoot any issues that occur during data ingestion. To view the data processingstatus, click View Status for Oracle CX Sales on the Data Sources page.

On the Data Processing Status page:

• Use the summary to know the volume of data ingested as compared to the data volume in Oracle CX Sales.For example, if you see that the overall data volume in Oracle CX Sales doesn't match the data volume in thedata processing summary, you know there’s potentially an issue with data processing. You then use the dataprocessing status report to troubleshoot further.

• Use the status report to monitor the status of data in the application.

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Data Processing StatusThe data processing status report displays status of processes for the current month and lists the latest process rst.This table describes the dierent columns in the report.

Column Description

Status Indicates whether the process failed or completed successfully.

Process Name Name of the process. Processes include data ingestion, prediction processing, and aening.

Rows Aected Shows the number of aened records in a specic process.

Job Name Type of process: Ingestion, Flaening, or Push.

Start Time Time that the process started.

End Date Time that the process ended.

This table describes the dierent jobs that are included in the report.

Job Name Description

Ingestion Data being transferred from Oracle CX Sales.

Flaening Preparation of ingested data for predictions and training.

Push Opportunity win probability predictions and recommended actions being sent to Oracle CX Sales.

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If a process fails continuously and there’s an issue with data processing, contact Oracle Support.

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