Creating and implementing a response strategy for predictive model monitoring
After servicing a call and addressing the customer needs, the actual call context becomes apparent. To compare the actual context with the predicted call context, a response strategy captures the outcomes of every call. The difference between actual and predicted outcomes determines the accuracy or predictive power of the model. The smaller the difference, the better the model is at predicting customer behavior.
To gather responses, create a response strategy that captures outcomes.
uPlusTelco wants to improve the experience of their customer support by predicting the reason for each customer call. To achieve that goal, the data analytics team built a predictive model and uploaded it to Prediction Studio, while a system architect created a decision strategy with that model, and deployed that strategy in a decision data flow.
Your role as a system architect is to create a response strategy that references the Predict Call Context model, to gather responses and monitor the predictive power of the model.
On the strategy canvas, verify that you have all the following shapes, and then click Save:
Deploying a strategy in a response data flow
Reference your strategy in a response data flow to gather customer responses for analysis.
For the purpose of this tutorial, use an existing data flow - Set Response To Monitor - as the baseline. This model provides preconfigured elements that you can use to effectively run your strategy:
The source data set with decision results that are collected in the decision data flow.
The target data flow for analyzing the outcomes, based on their Interaction ID.
After running this response data flow with your own strategy, the Analytics data flow runs the outcome analysis for predictive model monitoring.
In Dev Studio, click Records > Data Model > Data Flow.
On the list of the Data Flow rule instances, locate and click SetResponsesToMonitorModels.
On the data flow canvas, click Save as.
In the New tab, configure the basic data flow settings:
In the Label field, enter a name, for example:
Set Responses to Monitor My Models
In the Context section, enter the same class and open ruleset version as for the strategy that you created, for example:
Apply to: DMOrg-DMSample-SR-PMM
Development branch: No branch
Add to ruleset: DMSample
Ruleset version: 08-01-99
Verify the initial settings and click Create and open.
On the data flow canvas, reference your response strategy:
Double-click the strategy shape.
In the Edit: Decision strategy configurations dialog box, in the Strategy field, delete the current entry and enter the name of your decision strategy, for example:
In the Mode field, select Capture response for previous decision by interaction ID.
By turning this setting on, you configure the strategy to retrieve the adaptive inputs and strategy results for the interaction ID.
In the Interaction ID field, enter: .pxInteractionID
Leave all other settings unchanged. Click Submit.
On the strategy canvas, verify that you have all the following shapes and click Save:
You have defined the objective and outcome of your Predict Call Context model and applied your strategy in a response data flow, which enables capturing responses to monitor the predictive performance of your model.