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Configuring Customer Decision Hub suggested actions

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Enable next-best-action suggestions by configuring the Pega Customer Service to communicate with Pega Customer Decision Hub. The topics in this section describe how to integrate to Pega Customer Decision Hub so that you can use AI to suggest next best actions and replies for CSRs during customer interactions.

  1. In the header of Dev Studio, click Customer Service Customer Experience Customer Decision Hub configuration .

  2. On the Customer Decision Hub configuration page, click the NBA Enabled link and update the .NBAAdapterSetting target value to "true" to enable the communication with decision hub.

  3. Save the rule into your implementation layer. For additional information about locked and unlocked rulesets, see Copying a rule or data instance.

  4. On the Customer Decision Hub configuration page, click the Customer Decision Hub Server link, and then add the Pega Customer Decision Hub URL.

    http://<localhost>:<port>
  5. Click Save to save the data instance.

  6. Optional:

    On the Customer Decision Hub configuration page, click the Map Additional Interaction Context link to update or add context information for strategies to process and respond with appropriate actions. Then, update the data transform rule.

  7. Save the rule into your implementation layer. For additional information about locked and unlocked rulesets, see Copying a rule or data instance.

    Pega Customer Decision Hub follows a defined structure to map the context properties. Follow the examples from the data transform rule. Be cautious while adding or updating Type, Key, and Value properties in the data transform rule.
  8. On the Customer Decision Hub configuration page, click the Update Containers link, and then update the mapvalue rule, to update the container name.

  9. Save the rule into your implementation layer. For additional information about locked and unlocked rulesets, see Copying a rule or data instance.

  10. On the Customer Decision Hub configuration page, click the Update button in the center of the page to update the list of configured actions, such as TopOffers, NeedsAssessment, and LostStolenCard.

    Each action is mapped to a call, a flow rule, a Boolean property to display or hide peak offers, and an image.
  11. Save the rule into your implementation layer. For additional information about locked and unlocked rulesets, see Copying a rule or data instance.

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