ibm interact version 9.1 november 2013
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IBM Interact version 9.1 November 2013. New features in IBM Interact v9.1, released Fall 2013. Real-time, cross-session offer suppression Time-bound event pattern recognition via IBM Opportunity Detection for Interact add-on - PowerPoint PPT PresentationTRANSCRIPT
© 2013 IBM Corporation
IBM Interact version 9.1November 2013
© 2013 IBM Corporation
New features in IBM Interact v9.1, released Fall 2013
•Real-time, cross-session offer suppression
•Time-bound event pattern recognition via IBM Opportunity Detection for Interact add-on
•Extensible real-time caching solutionvia Websphere eXtreme Scale integration
© 2013 IBM Corporation
Business challenge: How do I suppress offers that should no longer be presented?
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© 2013 IBM Corporation
New real-time, cross-session offer suppression feature in v9.1 addresses this challenge
Often, ensuring customers don’t see a certain offer is just as
important as ensuring they do.
This new feature enables offer suppression upon:• offer acceptance• offer rejection
• lack of customer response (after a defined period of time
or number of appearances)
© 2013 IBM Corporation
Business challenge: How can I understand the long-term context of live interactions with my customers?
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© 2013 IBM Corporation
Introducing IBM Opportunity Detection for Interact
• Add-on to IBM Interact • Enables marketers to:
• Track event patterns formed over time• Factor those patterns into real-time marketing decisions
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© 2013 IBM Corporation
Context: In v9, we released a key feature around event detection – IBM Interact recognizes event patterns
real-time decisions
customerprofile current
context
patterns over time
The benefits of pattern recognition:
v8.6 and earlier With v9 enhancements
A customer visits an iPad product page.
A customer visits an iPad product page after visiting Kindle Fire and Samsung Galaxy pages.
An account holder calls about mortgage rates.
An account holder has made three calls about
mortgage rates.
Benefit:Marketers can make more relevant real-time
decisions and see better response rates.
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© 2013 IBM Corporation
In v9.1, we can now recognize more event patterns within time boundaries and rolling time
v9 With v9.1 enhancements
A customer visits an iPad product page after visiting Kindle Fire and Samsung Galaxy pages.
A customer visits an iPad product page after visiting Kindle Fire and Samsung Galaxy pages
earlier in the week.
An account holder has made 3 calls about
mortgage rates.
An account holder has made 3 calls about mortgage rates this
month.
real-time decisions
customerprofile current
context
patterns over time that are
time-bound
Benefit:Marketers can ensure their real-time decisions factor in the urgency and relevance of the live interaction –
which improves response rates even further.8
© 2013 IBM Corporation
Marketers can then use these event patterns in segmentation logic
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© 2013 IBM Corporation
Business challenge: How can I ensure that Interact is able to surface the right offers during periods of heavy traffic?
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© 2013 IBM Corporation
New integration with Websphere eXtreme Scale helps Interact run more efficiently in larger, multi-channel deployments
• During periods of heavy traffic, errors can occur when any single server runs out of memory. This new, optional integration provides a shared cache grid among runtime servers, which reduces out-of-memory errors and powers automatic session affinity.
• Provides built-in failover of cached sessions if servers go down – further ensuring that Interact continues to surface the right offers.
• When a customer uses multiple channels simultaneously, or when a disconnected channel detects additional relevant activity, the shared cache grid can recognize these events in real time. Multiple channels simultaneously:
customer visits website and makes follow-up call to call center Additional, yet disconnected, relevant activity:
customer made a large ATM deposit last night – and visits website today
© 2013 IBM Corporation
Recap: new features in IBM Interact v9.1
•Real-time, cross-session offer suppression- tracks offer presentations and responses- automatically suppresses offers when they’ve been accepted, rejected, or fatigued
•Time-bound event pattern recognition - via IBM Opportunity Detection for Interact add-on - enables marketers to track customer behavior over a defined period of time
•Extensible real-time caching solution- via Websphere eXtreme Scale integration- reduces session out-of-memory errors and powers automatic session affinity- captures events from multiple channels in real time
© 2013 IBM Corporation