Table of Contents

Decision Management Reference Materials

Make real-time decisions among thousands of potential choices by using decision management supported by machine learning.


Decision management features

With decision management, you can enhance your applications to help you predict customer behavior, analyze natural language, and make informed decisions to better meet your customers' needs and achieve positive business outcomes.

The following features represent the decision management capability:

Decision strategy

Create comprehensive decision strategies to improve customer experience in every channel and deploy intelligent processes based on real-time, actionable insight into operational and behavioral data.

Data sets

Configure the data sources for storing your customer and analytical data. Data sets define collections of records and the means to write and read the data used in your decision strategies.

Data flows

Ingest, process, and move data from one or more sources to one or more destinations by creating data flows, which are scalable and resilient data pipelines.

Adaptive analytics

Predict customer behavior by using self-learning models. Use adaptive models in your decision strategies to increase the relevance of decisions.

Predictive analytics

Address your customers' needs by predicting customer behavior and business events. For example, you can determine the likelihood of customer churn, or chances of successful case completion.

Natural language processing

Effortlessly analyze and extract meaningful information from large volumes of text with the use of text analytics. Based on your findings, you can further improve business performance and customer experience.


Decision management in applications

You can use decision management through various Pega products to address your specific needs:

Pega Customer Decision Hub™

The most widely used decision management-based solution for one-to-one customer engagement that is designed to make next-best-action decisions for your customers.

Pega Customer Service™

An application that uses the natural language processing capability of decision management for email routing.

Pega Sales Automation™

An application that uses decision management to predict the likelihood of an opportunity closing.


Decision management and Pega Customer Decision Hub

Decision management is not a separate product. Instead, you can use this capability through one of the applications that apply decision management to a specific domain, such as Pega Customer Decision Hub, Pega Customer Service, and Pega Sales Automation.

For any one-to-one customer engagement project where you need to make next-best-action decisions for customers, use Pega Customer Decision Hub. Although you can build a deterministic decision-making logic into an application in Pega Platform with such functionality as decision tables, a standard Pega Platform license does not cover the use of the underlying Pega Customer Decision Hub features, such as Decision Strategy Manager, Event Strategy Manager, or Prediction Studio.

Pega Customer Decision Hub provides you with a best practice pattern that is based on how the industry leaders design their one-to-one customer engagement systems. If you start a one-to-one customer engagement project, see the Pega Customer Decision Hub documentation on the Pega Customer Decision Hub product page.

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