Category: (2) TAM Application Type
Application Identifier: 5.5.14
Maturity Level: 4
Customer Operational Decisioning (“Decide”) provides the functionality to drive decisions re: Customer treatment and action for each specific situation based on observing what the customer is immediately experiencing. For example if a customer’s bill is unusually high, and if the customer is a premium customer, the business can decide to waive certain portion of the bill for the 1st time. This action can be taken either proactively by reaching out to the customer, or reactively when the customer contacts the Service Provider. These decisions can be deterministic (i.e. business rules based), statistical (i.e. based on what treatment or recommendation has worked in the past)
Customer Operational Decisioning functionality includes:
· Determine action (outbound or inbound) based on business rules when certain observations are made
· Determine action based on statistical based models or algorithms when certain observations are made
· Enable business users/analyst to define/edit business rules, specify business constraints for a specific decision & action, and apply corporate policies