Pegasystems PEGAPCDC87V1 - Certified Pega Decisioning Consultant (PCDC) 87V1

To promote offers in email using Next-Best-Action Designer, U+ Bank needs to ensure that specific configurations are in place.

Enable the Email Channel:

Step 1: Go to Next-Best-Action Designer in Pega Customer Decision Hub.

Step 2: Navigate to the Channels tab and ensure that the Email channel is toggled on.

Step 3: Configure the email channel settings, including the email server and any necessary authentication details.

Define the Primary Schedule:

Step 1: In Next-Best-Action Designer, navigate to the Engagement Policy tab.

Step 2: Define the primary schedule for when email communications should be sent. This includes setting the frequency and timing of emails.

Step 3: Ensure that the schedule aligns with the bank’s overall marketing calendar and customer engagement strategy.

Additional Considerations:

Arbitration Configuration: While not mandatory, configuring arbitration to boost prioritization of actions meant for email can help ensure that email offers are given appropriate priority.

Real-Time Container Triggers: Setting up real-time container triggers to communicate with the email server is essential if real-time email communication is required, though it is not specifically needed for scheduled email campaigns.

Example Implementation:

U+ Bank can start by enabling the email channel and configuring the primary schedule for their email campaigns. Once these steps are completed, they can create email treatments for their offers and test them using seed lists to ensure personalization and content accuracy.

References:

Pega-Customer-Decision-Hub-User-Guide-85.pdf: "Understanding Next-Best-Action Designer channels" and "Configuring email treatments" sections.

Pega documentation on "Sending offer emails" and "Creating treatments for additional channels".

In response to the real-time container request by Customer Decision Hub, the U+ Bank website receives only relevant action details and its treatment details. This information includes the specifics of the action to be displayed (such as the offer) and the associated treatment (such as the banner or message), enabling the website to present personalized and contextually relevant offers to customers.

Next-Best-Action in Pega Customer Decision Hub is primarily applied to customer engagement and decisioning scenarios:

Purpose of Next-Best-Action:

Step 1: Next-Best-Action aims to provide personalized recommendations and decisions that are most relevant to the customer at any given moment.

Step 2: It uses predictive and adaptive analytics to determine the most appropriate actions based on customer data and business rules.

Application in Loan Decisions:

Step 1: In the context of determining if a borrower gets a loan, Next-Best-Action evaluates various factors such as creditworthiness, loan history, and current financial status.

Step 2: It leverages AI models to assess the risk and likelihood of repayment, ensuring that loan offers are extended to eligible and suitable customers.

Implementation Steps:

Step 1: Set up decision strategies in Pega Customer Decision Hub to include criteria for loan eligibility, such as credit scores and income levels.

Step 2: Configure predictive models to analyze customer data and predict loan approval probabilities.

Step 3: Use engagement policies to ensure that the loan offers are aligned with business objectives and regulatory requirements.

Benefits:

Applying Next-Best-Action to loan decisions helps in making data-driven and objective decisions, reducing the risk of defaults and improving customer satisfaction by offering relevant financial products.

References:

Pega-Customer-Decision-Hub-User-Guide-85.pdf: "Understanding Next-Best-Action Designer basics" section.

Pega documentation on "Decision management and AI in financial services".

Identifying the Requirement:

The bank uses Pega Customer Service in its contact center and wants to use CDH to determine the Next-Best-Action when a call is accepted by a service representative.

The task is to determine what pieces of information are used by Pega CDH to determine the Next-Best-Action recommendations.

Evaluating Pega CDH Capabilities:

Pega CDH integrates seamlessly with Pega Customer Service to leverage real-time customer data and contextual information.

The system uses a combination of call context (information specific to the current call) and customer profile (historical and demographic data) to make informed decisions.

Process Overview:

Call Context:

Includes details such as the reason for the call, current issues or inquiries, and any immediate needs or concerns expressed by the customer during the call.

Customer Profile:

Comprises historical interaction data, customer preferences, past purchases, and any predictive analytics that provide insights into customer behavior and needs.

Next-Best-Action Determination:

Pega CDH processes this combined data to generate the most relevant and timely action recommendations for the service representative to offer to the customer.

References and Supporting Documentation:

The Pega Customer Decision Hub User Guide outlines that the system uses both the call context and the customer profile to determine the Next-Best-Action in a contact center environment, ensuring personalized and contextually relevant interactions.

References:

Pega-Customer-Decision-Hub-User-Guide-85.pdf

Pega-Customer-Decision-Hub-User-Guide-86.pdf

Pega-Customer-Decision-Hub-User-Guide-87.pdf

Pega Customer Decision Hub supports writing action details directly to cloud storage solutions such as Microsoft Azure and Amazon S3. This capability ensures that the offer messages selected by the Decision Hub can be seamlessly transferred to the preferred cloud storage location of the email service provider, facilitating efficient and secure delivery of customer communications.