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Contextual Next Best Action Integration: Enhancing Customer Service and Decision Making

Harness the power of Customer Service context to make better Next Best Action decisions.

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Overview

This component enhances the integration between Customer Service and Customer Decision Hub to ensure that Next Best Action decisions consider the real-time context of agent-assisted Customer Service interactions. For example, if a customer has called to cancel a subscription, this context would inform a retention offer – an upsell offer would be inappropriate. This component is for Pega clients who have both Pega Customer Service and Customer Decision Hub and use the out-of-the-box integration between them for presenting Next Best Actions in agent-assisted interactions. This functionality was first made available in Customer Service 8.8.

Key Features

This component allows pre-defined “context variables” in Customer Service to be set up in Customer Decision Hub as predictors in the adaptive model. For example, a context variable could be “Call reason”. In this way, they’re evaluated as part of the decisioning that leads to the Next Best Action recommendation.

Resources

User Guide

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Version

1

Compatible with

Pega Platform '24.1 Pega Customer Service '24.1

Support

Lakshmi Narayana Reddy Syamala

Product Owner

David Fulton

Last updated

May 29, 2024

Product Capability

Next Best Action
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