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Contextual Next Best Action Integration: Enhancing Customer Service and Decision Making
Harness the power of Customer Service context to make better Next Best Action decisions.
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Overview
This component enhances the integration between Customer Service and Customer Decision Hub to ensure that Next Best Action decisions consider the real-time context of agent-assisted Customer Service interactions. For example, if a customer has called to cancel a subscription, this context would inform a retention offer – an upsell offer would be inappropriate. This component is for Pega clients who have both Pega Customer Service and Customer Decision Hub and use the out-of-the-box integration between them for presenting Next Best Actions in agent-assisted interactions. This functionality was first made available in Customer Service 8.8.
Key Features
This component allows pre-defined “context variables” in Customer Service to be set up in Customer Decision Hub as predictors in the adaptive model. For example, a context variable could be “Call reason”. In this way, they’re evaluated as part of the decisioning that leads to the Next Best Action recommendation.
Resources
Version
Compatible with
Pega Platform '23 Pega Customer Service '23Support
Product Owner
David FultonLast updated
May 2, 2024Product Capability
Next Best Action