Love is in the AI - konferenciak.advalorem.hukonferenciak.advalorem.hu/uploads/files/Edvi-Illes Attila_Oracle.pdf · The “Holy Grail of Marketing ... digital footprint Social listening

Copyright © 2018 Oracle and/or its affiliates. All rights reserved. |

Attila Edvi-IllesSenior Solution Consultant CEECustomer Experience Solutions

Love is in the AI®Adaptive Intelligence in Customer Experience


Safe Harbor StatementThe 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.

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Relevance at scale: The “Holy Grail of Marketing”

Delivering relevant, personalized content at exactly the right time is the goal of every marketer.

Relevance is about having the right data, in the right volume, at the right time to deliver better, more precise outcomes.

3rd-Party Data(Behavior, demographics,psychographics, social,

financial, etc.)

Contextual Data

(Clickstreams;weather, location, etc.)

1st-Party Data(Contact/account profile,

purchase history, etc.)

Data is King -Intelligent Data is the FUEL!

3rd Party Data on what consumers do,

buy, where they go

5B GLOBAL CONSUMER PROFILES

400M business profiles

$3 trillion in consumer transactions,

40,000 segments of data

from more than 1,500 sources

and over 15 million website.

Anonymized data not older than

1 month!!!!

What’s your superpower?

Use case 1.

Jenny …… and her baby


Cross-Channel Marketing Social Listening Content MarketingWebsite Optimization

Marketer creates campaignAudience Profile using

Oracle Data Cloud

FEMALE: 30-35LOCATION:DALLASWEB INTEREST: BABY FURNITURE

CREATING THE PERFECT BABY SPACE

Watch video & download app

Identifies customer as Jen Jones upon signup

SIGN UP

Jenny JonesDallas

Retargeting with additional profilized content to drive sign up and identification

.

Jenny accesses content for

Nursery Builder

RICH MOBILE CONTENT

Continues to track Jen’s cross-

channel history & digital footprint

Social listening detects a spike in latest car seat

safety ratings

Jen adds a car seat to her shopping cart.

Orchestrated SMS text invites Jen to a

personalized in-store baby consultation

Recommendations engine positions new car baby seat across digital

channels

“IN THE MOMENT” CONVERSIONAn in-store associate offers Jen 10% of today’s purchase by enrolling in SMS campaign

offers.

REGISTER

From Unknown to Known

“Ms. X” profile is looking for baby room furniture and

finds “Project Nursery”

Oracle Data Cloud collects behavioral data of the desired

profile and displays “profilized” content even for the first visit

Oracle Data Cloud

Use case 2.

Lucy …… and the bot


It’s May and the weather is now

getting warmer

Meet Lucy—

29 years old; lives in SF

Purchased an expensive espresso

machine in past 3 months

Travels frequently, past trips to France

and UK

Buys coffee-to-go regularly in the

Supremo Stores

Sporty, active, likes

Snowboarding, camping, and

outdoor activities

Lucy


Current Practices Adaptive Intelligence

and real-time actions.

others like her at this moment…

social activity…

anticipates Lucy may be interested in an ICED coffee and an offer to premium serviceand membership program

Processes insight from Lucy’s digital footprint, recent transactions, and…

Performs preset scenarios such as “since you liked this / bought this, you may also be interested in” and…

Based on past purchases the system “predicts” a sequence……

Lucy receives a promotion for a free coffee: “Buy 5 get the 6th free”

Lucy‘s receives an offer for a free coffee on next Saturday, as she buys most often on Saturdays

Lucy´s mobile app drives to a personalized experience……

Predefined

Predictive

weather… geo/location…

Then…

Lucy

trending…

Copyright © 2017, Oracle and/or its affiliates. All rights reserved. 13

Hey Coffee Bot!Hey Coffee Bot!

Hello Lucy, how can we help you at Café Supremo

Hey Coffee Bot!


I could really go a coffee!

Hey Coffee Bot!


I could really go a coffee!

I can help arrange that!

Do you want me find the Café Supremo’s near your current location?

Send location

Looking them up for you now…

Here you go…

Which café is most convenient

Select

Market Street

Select

Union Square

Select

Howard


Select

Market Street

Select

Union Square

Select

Howard

I’m in Central Plaza Shopping Mall


Select

Market Street

Select

Union Square

Select

Howard


Great! So Market Street it is then…

I Notice that last time you had a Iced Coffee.Do you want the same?

YES

NO

Select

Market Street

Select

Union Square

Select

Howard


Great! So Market Street it is then…


YES

NO

No thank you

OK! So what type of coffee do you feel like having today?


YES

NO

No thank you

Select

Americano

Select

CappuccinoSele

c

Latte

OK! So what type of coffee do you feel like having today?

No thank you

Soy Double Shot Latte with a Sprinkle of Nutmeg

Select

Americano

Select

CappuccinoSele

c

Latte

Do you want the same?

YES

NO


Select

Americano

Select

CappuccinoSele

c

Latte

Great Choice!!

What size would you like?

Regular

Medium

Large


Great Choice!!


Regular

Medium

Large

Large

Select

Americano

Select

CappuccinoSele

c

Latte

with a Sprinkle of Nutmeg

Great Choice!!


Regular

Medium

Large

Large

Awesome! How long do you think it will take you to get to the café?

5 Min 10 Min 15 Min


Regular

Medium

Large

Large


5 Min 10 Min 15 Min

10 Min

Large


How would you like to pay?

Café Supremo Card

Credit Card on File

Cash on Pickup

5 Min 10 Min 15 Min

10 Min

LargeLarge



Café Supremo Card

Credit Card on File

Cash on Pickup

5 Min 10 Min 15 Min

10 Min

Cash On Pickup


Café Supremo Card

Credit Card on File

Cash on Pickup

Cash On Pickup

What type of cup do you want…

Select

Take-Away

Select

Mug

Cash On Pickup

What type of cup do you want…

Take-Away Cup

Select

Take-Away

Select

Mug

Café Supremo Card

Credit Card on File

Cash on Pickup

Take-Away Cup

Select

Take-Away

Select

Mug

Great! The Market Street Café’s has been notified and is brewing a Double Shot Soy latte with your name on it!!

It should be ready in about 10 Minutes

Anything else I can help you with today?

Take-Away Cup

Select

Mug

Great! The Market Street Café’s has been notified and is brewing a Double Shot Soy latte with your name on it!!



No thanks


No thanks

Signup Form


OK! Thanks for the order and I hope you enjoy your cup of Café Supremo’sfinest!

By the way would you like to join our Café Supremo Coffee Club?…

OK! Thanks for the order and I hope you enjoy your cup of Café Supremo’sfinest!

By the way would you like to join our Café Supremo Coffee Club?…

Signup Form

Thanks for joining the club!

You might like to download the Café Supremo app for access to all our promotions

Lucy is walking downtown and feels a sudden desire for a coffee


Lucy is very satisfied with her experience – strengthening the

relationship with Coffee Supremo, which results in continued visits

and increased loyalty.

Regardless of whether Lucy accepts any of these offers or not, Adaptive Intelligent™ Offers…

Notes Her Responses

Continuously Learns

Reacts, Changes and Adapts

Even More Relevant and Individualized

Adaptive Intelligent™ Offers synthesized in real time…

Weather and Location

Past Transactions

Social Activity

Digital Footprint

‘Others Like Lucy’ / Trending

Adaptive Intelligent

Lucy

Copyright © 2018, Oracle and/or its affiliates. All rights reserved.

Adaptive Intelligent Apps…

• Next Best Offers & Recommendations

• Coordinated Open-Time Content

• Connected Audiences

• Optimized Marketing Orchestrations

• Best Sales Actions (Pipeline Mgmt, Whitespacing)

• Smart Call Points

• Automated Answers

... in Customer Experience, like: Web-Scale Data

Decision ScienceMachine Learning

OutcomeSmart

Actions & Offers

Copyright © 2018, Oracle and/or its affiliates. All rights reserved.

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Time for a Coffee Cocktail?

Documents

Love is in the AI - konferenciak.advalorem.hukonferenciak.advalorem.hu/uploads/files/Edvi-Illes Attila_Oracle.pdf · The “Holy Grail of Marketing ... digital footprint Social listening