1. AI Apps for CX: Sales & Service
Jon Stanesby
Director of Product Management,
Oracle Adaptive Intelligence Apps
October 25, 2018
Confidential – Oracle Internal/Restricted/Highly Restricted

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, timing, and pricing of any features or functionality described for Oracle’s products may change and remains at the sole discretion of Oracle Corporation.

3. AVAILABLE NOW

4. Best Sales Action: Win Probability
AVAILABLE NOW
Surface AI-driven win probability scores for sales opportunities based on customer attributes, sales activities, pipeline stage and sales outcome history
Identify pipeline risk for sales representatives and sales management
Improve forecast accuracy
Focus sales team efforts on opportunities most likely to deliver revenue
Confidential – Oracle Internal/Restricted/Highly Restricted

5. Best Sales Action: Next Best Action
AVAILABLE NOW
Optimize sales team execution with automated recommendations for next best actions learned from past sales efforts and outcomes.
Boost revenue performance
Improve sales team efficiency and increase pipeline momentum
Propagate sales best-practices across the organization
Confidential – Oracle Internal/Restricted/Highly Restricted

6. Demo

7. Henry
Sales Rep
Doesn’t get time to organize his pipeline, moves from one fire to the next and worries that he is missing revenue along the way.
Needs
Guidance on where the real issues exist within his pipeline so that he can spend his time effectively
Recommended actions to take to improve his chances of winning
First up is Scott or Snowboard Scott as we’re calling him. Scott is 27 yrs old working as an IT mgr for Oracle. He loves snowboarding and photography too.
In recent years with career commitments, he’s not been able go on the annual snowboarding vacation with his friends but this year, Scott is keen to find a better work-life balanced and has managed to book a trip to Utah with his friends.
He’s feeling a bit rusty given his break from boarding but can’t wait to hit the slopes again.
What he’d really like to do is have some lessons before the guys arrive and show-off with a new snowboard.

9. Alert icon signals to Quinn there is a discrepancy between her close probability versus that determined by AI Apps for CX
Surfaces pipeline risk for sales representatives and sales management

10. AI Apps for CX predicts a lower win probability than Henry’s
The system determines a likelihood of close based on past outcomes for similar opportunities
Continuously learns and optimizes based on opportunity outcomes from every rep across the company

11. In-line next best sales action delivered directly in Engagement Cloud Opportunities screen
Recommended action based on customer and opportunity attributes, pipeline stage, win probability and past sales outcomes
Propagates best practices across entire sales organizations automatically

12. Smart actions provide additional detail and reasoning for the recommended action
Sales Rep Henry can initiate task directly within the recommendation and automatically trigger workflow
Sales Rep Henry can provide direct feedback so the system learns and optimizes over time

13. Insights: Engagement How Are Reps Responding?
Track response and feedback to Recommended Actions
Karen then looks at relative performance of the product and promotions she is running across her inbound web channel and her outbound channels.
She studies the AI Multi-Channel Insight report so she can study how customers are interacting with Durham across channels as well as the volume and rate of progression along the path to purchase for each channel.
Once again, Karen finds the rates look good. She can see that promotional recommendations on the Web outstrip those made on other channels but all appear to be delivering a tangible business improvement.
Overall she is happy with the performance and reassured that she has a transparent and real-time way to gauge performance whenever she needs to.

14. Product Recommendations
COMING SOON
Deal Acceleration
Smart Call Points
Product Recommendations

15. Deal Acceleration COMING SOON
Pipeline recalculation based on the impact that an early close will have on each individual Opportunity
Pull in the right deals to fill revenue shortfall
Takes the guesswork out of decisions on which deals to pull in to fill shortfalls
Enables better performance against target
Confidential – Oracle Internal/Restricted/Highly Restricted

16. Smart Call Points accounts opportunities news feed key events
COMING SOON
Increase customer engagement by providing sales representatives with recent and relevant information for their accounts to build deep, long-term relationships
Delivers relevant and engaging talking points
Sales representatives are always in-the-know
accounts
news feed
social feed
key events
contacts
competitor news
opportunities
Confidential – Oracle Internal/Restricted/Highly Restricted

17. Product Recommendations
COMING SOON
Find the gaps in Account current product holdings and target conversations to sell more
Intelligent guidance on what to sell to the Account next to stand the best chance of success
Analyzes current product holdings from you and your competition
accounts
products
wins/losses
competitive data
reps
sales activities
order history
install base
leads
business profiles
contacts
Confidential – Oracle Internal/Restricted/Highly Restricted

18. Automated Answers COMING SOON
Resolve customer issues efficiently by delivering best-fit responses across multiple channels to reduce customer service representative ramp-up, call handling times, and overall support costs
Automated answers scored by confidence level
Case classification and best-fit answer with Neural Networks and Natural Language Processing
Automatically provide matching Knowledge Base articles to increase agent resolution metrics
Identify similar SRs to answer simple and recurrent customer issues
1st-party and 3rd-party data to train for best-fit answers
Confidential – Oracle Internal/Restricted/Highly Restricted

19. Oracle Adaptive Intelligent Apps for CX
Engage Smarter
Next Best Offers and Recommendations
Coordinated Open-Time Content
Intuitive Search Experiences
Optimized Marketing Orchestrations
Connected Audiences
Lead Optimization
DATA-DRIVEN AI APPS DESIGNED TO HELP YOU CREATE LEGENDARY CUSTOMER EXPERIENCES
Sell Smarter
Win Probability
Next Best Actions
Serve Smarter
Automated Answers