Omnichannel Integration · One identity · Component
The failure rate
How often resolution fails, and how often it matches wrongly — because the second failure is worse than the first.
The deliverable
What it is
Failing to match produces a customer treated as new, which is mildly poor. Matching wrongly produces a customer shown someone else’s information, which is a serious failure.
Probabilistic matching trades one for the other, and the trade should be set deliberately rather than by whatever the tool defaults to.
One level in
What it is made of
Each element is a constituent part of the component. Follow one to see the attributes it carries.
The misses
How often a known customer is not recognised.
3 attributes: Miss rate · Common cause · Customer experience
LearnThe false matches
How often two different people are joined.
3 attributes: False match rate · Consequence · Acceptable for use
Learn
A single global matching threshold means either recommendations are under-personalised or account data is over-exposed.