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Agent-Assisted using Next Best Action Advisor

Empower agents with real-time next best actions

Enabling a great experience requires integrated systems, powerful data and analytics, and real-time decisioning capabilities that keep pace with customer’s ever-changing needs. When using Pega’s AI, agents are guided through interactions via a constant stream of next-best-action recommendations – helping them pivot from selling, to serving, to retaining based on each customer’s unique situation. Those next best actions are designed to improve offer conversion, reduce customer churn, and help you transform from a cost-center to a revenue generator.

Know what's possible before implementing this Microjourney™

Understand the concepts and tools available to you before getting started

Activate one-to-one engagement strategies​

Industry-specific Customer Analytical Data Models

Pega Customer Analytical Data Models allow clients to jumpstart implementations using a fully formed, extensible, data model that contains all the entities and attributes needed for one-to-one engagement.

Next-Best-Action Designer

Pega Next-Best-Action Designer empowers clients to create, configure, and activate their one-to-one engagement strategies from a single interface, with 10+ years of best-practices and guardrails built directly into the software.

Next-Best-Action Designer Templates

Pega Next Best Action Designer Templates enable clients to hit the ground running, leveraging best practice configuration templates for a specific business model, industry, or use-case.​

Better determine customer needs with predictive capabilities

Prediction Studio

Pega Prediction Studio provides a dedicated home for data scientists to build new predictive (regression, decision trees, genetic algorithms, etc.) or adaptive machine-learning models to better determine customer needs and drive better business outcomes.

Open AI (PMML Imports, Real-Time AI Connectors, Integration)

Pega allows users to import any PMML-compliant, H2O-3, or H2O Driverless AI model, and execute it in real time as part of a decision strategy. Likewise, Pega can also initiate service call-outs to models created in Google Cloud Machine Learning or Amazon SageMaker, as the decision is being made –greatly increasing the accuracy, predictive power, and extensibility of your decision strategies.

Adaptive Decision Manager

Pega Adaptive Decision Manager (ADM) provides users with a closed-loop system for creating, deploying, and monitoring hundreds of machine-learning models that automatically re-factor themselves to improve their predictive accuracy and increase the relevance of your customer engagement.

Interact with your clients through your agent channels

Next-Best-Action Advisor

Pega Next-Best-Action Advisor delivers contextually relevant next-best-action recommendations while agents are interacting with customers over the phone, in the store or branch, or via chat.

Customer Budgeting

Using Pega, you can define individual incentive budgets for each customer, leveraging data on their lifetime value and long-term potential.

Bundle Negotiator

Pega Bundle Negotiator allows agents to design 1:1 bundles on-the-fly, by first asking customers personalized discovery questions, then using propensity scoring & budgeting tools to build the perfect package for each individual.

Empower clients to optimize customer strategies

1:1 Operations Manager

Pega 1:1 Operations Manager provides users with a change management module to plan, build, test, and deploy changes to their next-best-action strategies –improving their ability to respond to customer needs, competitive threats, or market changes in real-time.

Interaction Summaries

Pega aggregates customer interaction history –including offer accepts, time since last interaction, counts of rejected offers, etc. –and uses that information to automatically generate and update potential predictors, making your adaptive models even more powerful.

Scenario Planner

Pega Scenario Planner empowers users to set up and simulate what-if scenarios while they’re building next-best-action strategies. This allows them to forecast results more accurately, optimize their strategies to hit specific goals, and explore potential tradeoffs in each option –all before releasing any changes into production.

Deliver with Design Thinking

Discover Pega Express

The Pega Express delivery approach uses Design Thinking to break down client needs into Microjourneys. Design Sprints leverage when problems are complex or not well defined.

Based on Agile, Pega Express delivers prioritized Microjourneys in increments known as a Minimum Lovable Product (MLP), enabling speed to value within 90 days or less. 

Explore Pega Express

Learn with Pega Academy


For Delivery Architects seeking a greater understanding of the key assets available to successfully execute a 1:1 Customer Engagement implementation. 


For Project Delivery Leads seeking a greater understanding of the key assets available to successfully execute a 1:1 Customer Engagement implementation. 

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