Define the next-best-action business structure of your retention and acquisition journey by creating a personalized bundle action in Next-Best-Action Designer.

Actions

An action is the marketing manifestation of a decisioning proposition. It defines the life cycle of the proposition. For example, an action can be to retain a customer, to present a customer with a new offer, or to update a customer address.

Personalized bundle actions

In Pega Customer Decision Hub for Communications, a personalized bundle action uses AI-driven historical and real-time data to present customers with an offer that is best suited to their needs.

Note: This procedure applies only to the retention and acquisition journey.
1. In Next-Best-Action Designer, click Engagement policy.
2. In the Retention list, click Bundle, and then click the Subscription bundles arrow.
3. In the Bundles section, click the More icon, and then click Create bundle.
4. In the Create Bundle window, provide the details of your new bundle:
   1. In the description field, enter Personalized bundle.
   2. In the Context section, ensure that the ruleset is your application-Rules.
   3. Click Create and open.
5. In the Edit Bundle window, on the Details tab:
   1. In the Key code field, enter: PersonalizedBundle.
   2. In the Category field, enter: Bundle.
   3. In the Description field, enter a short description of the bundle.
   4. In the Benefits field, enter a short description of the advantages of your bundle.
   5. In the Bundle Attributes section, select Yes, this is a bundle parent.
6. In the Edit Action window, on the Treatments tab, click Add channel.
7. From the drop-down list, select Agent assisted.
   Note: With the Agent assisted communication channel, a customer makes a call to an agent, and the agent guides the customer through the selling journey.
8. In the Configure Agent Assisted Treatment dialog box, click Create.
9. In the Create agent assisted treatment window, provide the details for your new channel:
   1. In the Name and Description fields, enter Agent assisted.
   2. From the Direction drop-down list, select Inbound.
   3. From the Channel drop-down list, select Call Center.
   4. From the Language drop-down list, select English (United States).
   5. Click Create.
10. In the Configure Agent Assisted Treatment dialog box, click the Refresh icon.
11. In the Agent assisted row, click Add, and then click Apply.
    Result: The new channel appears on the Treatments tab.
12. Save the action, and then close the Edit Action window.

• Tutorial: Configuring Next-Best-Action Designer for Pega Next-Best-Action Advisor
• Importing the Next-Best-Action Designer template for Pega Next-Best-Action Advisor
• Setting the result data required by Pega Next-Best-Action Advisor