Differentiated Service Experience with Oracle Policy Automation

What is a Policy?

Every organizational business process, rule or procedure initially starts with policy. They are the building blocks on “how you run your organization”. A policy is a course or principle of action to guide decisions and achieve rational outcomes. Policies are generally formulated and enforced by a business or individual to assist in decision making. Clearly written policies that are documented and updated regularly define the limits of the day-to-day decision-making processes.

How can Customer Experiences be improved?

There are gaps in Customer Service that prevent organizations from differentiating their brand. Policy Automation allows organizations to stay ahead of competitors with a better customer experience by delivering:

  1. Agile Management — Business users define the rules as business requirements frequently change and sometimes they need quick responses.
  2. Transparency and Consistency — Service experience is a consistent multi-channel experience.

Oracle Service Cloud (OSvC) & Oracle Policy Automation (OPA)

Oracle Service Cloud gives organizations the ability to provide customers with a combined web, social and contact center experience. In addition to the agents, delivering relevant answers to customer inquiries, inquiries can be managed across email, phone, live-chat, and social channels on a single platform. Oracle Service Cloud is a one-stop solution for organizations to deliver the best customer service by combining a cross-channel contact center, knowledge management and policy automation.

  • Consistent and effective handling of complex service or calls that are escalated often that ultimately reduces administration costs. Policy Automation will provide advice and perform decision making as part of the customer experience solution thus reducing the costs by automating service in a simple fashion.
  • Managing to Skills Shortage — Policy Automation helps the problem of skills shortage by providing a streamlined self-service process.
  • Improve accuracy and consistency of advice provided by contact centers.
  • Generate compliance reports
  • Personalized Service that Improves customer satisfaction

How OPA Works with Oracle Service Cloud

OPA is a built-in module in Oracle Service Cloud (OSvC) that delivers dynamic online experiences, known as Interviews. These interviews can be used by customers and employees.

  • Interviews can be embedded in knowledgebase answers or directly on a page
  • Incidents and other OSvC objects can be created and updated at the conclusion of the online interview
  • OPA Incidents and other OSvC data points can be created and updated at the conclusion of the online interview

OPA in Various Other Platforms

OPA supports a broad range of platforms and has a flexible service oriented architecture (SOA) that makes it simple to integrate with CRM, ERP and HR systems. Embedding OPA interviews in web pages is easy and can be done simply through an iFrame or div tag that gives more flexibility for customers to use OPA interviews in their web pages and mobile pages irrespective of the technology.

Example 1: Retail

The retail industry can benefit from OPA, which comes with a built-in retail sample, in various ways. Organizations can calculate and apply brand discounts and customer loyalty bonuses as well as simplify other retail-related tasks. OPA for retail streamlines retail processes and provides a solution in a competitive market to drive increased revenue.

  • Pricing rules
  • Loyalty programs
  • Coupon allocation
  • Shipping and import duties
  • Product matching
  • On-line self-service customer enquiries
  • HR

Example 2: Finance

OPA enables financial institutions to ensure proper processes are followed when on-boarding new customers, determine eligibility of suitable financial services products, and to assess risk and report unusual transactions. OPA can help financial institutions assess the impact of business logic changes, competing budgetary priorities, and automate the provision of accurate and consistent advice to customers in a cost-effective manner.

  • Insurance Quoting, Underwriting and Claims Adjudication
  • Loan Origination and Preauthorization
  • Needs Analysis
  • Regulatory Compliance

Example 3: Self-Service

Organizations that need to provide better customer service can benefit from OPA through the creation of self-service interviews. The interview can provide possible solutions to customers and reduce the call volumes in customer service call centers. It is beneficial in dealing with the following scenarios:

  • Product complaints / self-troubleshooting
  • Product warranty coverage check
  • Product return service
  • Reporting product issues, safety breach, losses etc.
  • Claims

Example 4: Eligibility

OPA can be used when customers want to find out about their eligibility on various cases. Interviews are configured based on eligibility criteria and helps to provide information on a person’s eligibility based on the answers given. Some of the cases are:

  • Is the person eligible to apply for a license to run a business
  • Is the person or his/her family eligible to enroll for insurance coverage
  • Enrollment of employees in an organization and wages / benefits calculations

Example 5: Healthcare

OPA can be used in the event a health care provider needs to provide remote patient care. OPA can be used to build various workflows to diagnose patient health issues by asking questions related to their symptoms. Based on the patient’s symptoms, OPA rules can analyze the symptom severity and provide guidelines to the patient about further action they should be taking. This automated process will help the patient find an immediate solution to their problem without contacting customer service and they can also avoid issues of call waiting.

  • Automated doctor appointment system
  • Patient enrollment system
  • Insurance claim system
  • Health Awareness

Example 6: Automotive

The Automotive or Transportation industry can use OPA to determine eligibility for compensation, and calculate amount of compensation or for travel delays. It is also helpful for complex shipping calculations and comparisons. Moreover, it is beneficial because of the constantly changing legislation and regulations in the automotive industry.

  • Fleet management
  • Warranty management
  • Spare parts management
  • Billing and claims processing
  • Roadside assistance

Example 7: Higher Education

OPA can help students easily determine eligibility, improve call center performance, and offer student self­-service. It can establish and audit faculty policies for all applications to ensure governance and compliance and reduce the time and cost to implement system modifications due to continuous changes in university policies.

  • Fee Liabilities
  • Enrolment
  • English Language Requirements
  • Credit Transfers
  • Scholarships and Grants
  • Graduation Requirements
  • Academic Advising
  • Academic Promotion

Example 8: Licensing

Policy Automation can be used, for example, by an organization that needs to provide assistance on their licensing business through user self-service. OPA can be configured to determine the user’s eligibility for licenses. Depending on the licenses desired, the users will see different questions and outcomes. Different stages of licensing can be handled through a single OPA interview or multiple interviews. Integration with OSvC will help manage multiple interviews by pulling saved data and transferring data between individual interviews.

  • Driving a Vehicle
  • Starting a profit or nonprofit organization
  • Real Estate Transactions
  • Health Care Related Services
  • Applicant’s Age and Education
  • Applicant’s Citizenship Status
  • Applicant’s Annual Income
  • Applicant’s Criminal Records
  • Applicant’s Credit Status
  • Applicant’s Loan Payment History
  • Type of Business / License
  • Duration of License

More Use Cases

OPA can be used in any industry or applications where the company seeks to improve the reliability and consistency of services. Following are more operational areas where OPA can be used:

  • Compliance
  • Interactive Self service
  • Contact Center Automation
  • Case Management
  • Risk Assessment
  • Complex calculations
  • Process improvement
  • Claims processing
  • Customer on-boarding
  • Loan origination

Advantages of OPA

The following are the operational advantages of OPA:

  • OPA allows businesses to build complex requirements and policies in less time and with high accuracy.
  • OPA helps with multiple uses of the same rules in various business scenarios. Improves usability and reduces redundancy.
  • The OPA Rule engine provides an optimized and human readable form of rules.
  • Ease of Policy Management and to maintain a complete policy life cycle.
  • Reduce volume of service requests created through customer self-service. Increased ROI.
  • Cut down the call center and help desk cost by reducing inbound calls and chat sessions. Reduction in costs and increased ROI.
  • Good fit for optimization problems.
  • Easy for customization, deployments, maintenance and upgrades.
  • Compatible with all web browsers with responsiveness feature. Works across multiple devices and browsers.
  • Auditing can be performed on each decision which enhances the quality assurance.
  • Can be integrated with major CRM systems.
  • No technical knowledge or programming language skill required.

The future of Policy Automation:

In an ever-changing world of business requirements, processes, rules, systems and legislation — hard coding of software rules is tough — and hence, a simple business change needs to be simple. Rather than time-consuming tasks, like making changes to the software and the need to conduct tests and delivering, a simple change to policies is simple and immediate.

CRM, CX, Cloud Solutions/Services, Enterprise Mobility, Product Innovation, Business Intelligence.