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Understanding the Next-Best-Action strategy framework


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The Next-Best-Action strategy framework is shipped with Pega Customer Decision Hub and provides the best practice for implementing enterprise-level next-best-action.

The strategy framework is applied to the top (all issues and groups), issue or group level of the business hierarchy after you define a trigger in the Channels tab of Next-Best-Action Designer. Each trigger generates a strategy which references the correct level of the business structure, imports the actions, and applies the Eligibility, Applicability, and Suitability rules. The strategy then passes these results to the strategy framework for processing. A trigger may be a real-time container, an event, or a recurring (outbound) schedule.

Starting in version 8.6, Pega Customer Decision Hub introduces the globally optimized strategy (GOS), which greatly increases the performance of strategy execution. GOS decreases the run time and memory usage of strategy execution in batch and real-time scenarios by wrapping your top-level (trigger or entry) strategy within a globally optimized strategy.

This capability is built into Next-Best-Action Designer and does not require any additional configuration. Triggers are automatically optimized as soon as you edit and save the Channels tab. You can also use GOS with your custom strategies. For more information, see Understanding globally optimized strategies.

  • Next-Best-Action Designer metadata

    The configuration information managed by the Next-Best-Action Designer interface is stored in a set of decision data rules (DDRs). The strategy framework references the RealtimeControl sub-strategy and pulls in the appropriate DDR based on the strategy.

  • Trigger strategy

    A trigger strategy is generated after you define a trigger within Next-Best-Action Designer and specify the business structure to apply. You cannot modify it directly. This strategy is referenced by a data flow, which is also generated and managed by the system.

  • NBA Strategy framework

    This is executed separately for each context after the engagement polices have been evaluated for that context, and performs the majority of the work within Next-Best-Action Designer.

  • Testing the Next-Best-Action strategy framework

    You can verify that your Next-Best-Action Designer configuration is giving the desired results by defining a data transform that represents a test customer persona, and running a test for this persona directly from the strategy canvas.

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