Dynamic targeting and segmentation

Optimize VZW Sales targeting and segmentation.

• VZW have 1500+ engagements,  748 Entry points (section based)
• This amount is needed because VZW have this number of pages/scenarios/flows in which VZW want to show a different theme engagement
• Each engagement has a different skill + priority + button text + welcome message associated with it.
• VZW also has Queue prioritization requirements. VZW has 5 different priorities. Source skill is leveraged to manage priority
• It can be reported on in Analytics Builder, because it set up this way
  

• More dynamic approach to present proactive engagement buttons based on 3rd party systems.
• VZW Sales leverages Adobe Analytics and Adobe Target.
  

Create a more intelligent dynamic solution that can optimize existing setup. Leverage following new LP functionality :
Next Best Conversation - 

• Integration between Adobe Target/Adobe Analytics and LP.
• Allows to create rules to modify LP engagement button text + Messaging Window Welcome message. The text adjustment will happen based on returned response tokens from Adobe Target/Adobe Analytics.

• Rules need to be created in advance in LP Platform

• Smart Engagement Controller 
  Allows to show/hide engagement button based on skill availability/queue size/wait time of human skill.

              Action items: 

• Provide reporting for the delta between the estimated and realistic wait time
• Bulk action tool demo + cost

Queue Prioritization configuration-

 Allowing the VZW to take advantage of LP Queue Prioritization.

Conversation Builder 

Routing bot, based on the contextual information (from the page via SDEs or via API calls) implements routing decisions, taken from Conversation Orchestration.

Conversation Orchestrator

Allows to define routing rules based on the contextual information.

Fallback skill configuration

Allows to define the fallback skill in case if there is no agent online/all agents are in away state. Will be used to queue prioritization.

• VZW Sales leverage Adobe Target and can own/implement/manage the following:
  • Manage targeting rules and return Adobe Target response tokens to LP, based of which LP will customize Engagement text and welcome messag
  • Track users on the VZW Sales pages to identify consumer behavior
• Need to create as many engagements as # of human skills
• Each engagement should lead to a dedicated bot skill;
• All bot skills are handled by a single bot;
• Each engagement will be associated with ‘Next Best Conversation’ rules for welcome message & button text customization;
• Each engagement will be setup with Smart Engagement Controller that will control showing/hiding, based on agent availability;
• VZW sales will need to provide needed priority to LP (SDE on page or API call)
  

• Flow Diagram:
  

•  Option 2 -
  Architecture diagram:
  

We need to be able to look at each and every engagement and know the :

• targeted/exposures/impressions  - LP Analytics Builder supports engagement exposures
  Number of times a specific engagement was offered to a session.
  Distinct at the Engagement level - if the engagement was displayed multiple times within one session, it will be counted as one exposure.
• clicks - LP Analytics Builder supports reporting engagements clicks (online offers accepted, accepted
• interactive conversations - AB supports reporting on interactive conversations 
• Sales/conversions - AB supports in session and cross-session conversation rate)