Understanding Pega Next-Best-Action Advisor capabilities
To acquire, upgrade, or retain your customers through a contact center, learn about the capabilities of Pega Next-Best-Action Advisor.
Pega Next-Best-Action Advisor capabilities include:
- Next best action
- In one-to-one customer engagement, a next best action is the action that is the most suitable and relevant to a customer in a given context. The next best action is determined by combining AI insights and business rules that take into consideration customer needs and business objectives, as well as various business and operational constraints.
- Recommendations
- A collection of offers or actions made on the basis of next best actions. In the communications industry, a recommendation can be, for example, a personalized subscription upgrade.
- Needs assessment
- Alternative recommendations. In the communications industry, an alternative recommendation can be, for example, an advertised subscription upgrade with a different mobile phone.
- Negotiation
- Customized recommendations within the customer budget that take discounts into account.
Use case
For example, John Smith is a long-standing customer of U+ Comm, a large telecommunications company. John has an individual subscription consisting of a data and voice mobile plan, which is soon eligible for renewal. U+ Comm wants to offer John a new contract that includes his family, too – a multilevel household plan that includes his partner, his children, and his mother.
To understand how Pega Next-Best-Action Advisor specialists, Product Managers, or CSRs can assist customers like John by using Pega Next-Best-Action Advisor capabilities to present, refine, and negotiate recommendations, refer to the following topics:
- Showing recommendations in Pega Next-Best-Action Advisor
Use the Recommendations capability in agent-assisted channels, for example, contact centers, to show recommendations to customers.
- Assessing needs in Pega Next-Best-Action Advisor
Use the Needs assessment capability in agent-assisted channels, for example, contact centers, to negotiate alternative recommendations and their details with customers. By assessing customer needs, you increase a chance of the recommendation becoming accepted.
- Refining recommendations in Pega Next-Best-Action Advisor
Use the Negotiation capability in agent-assisted channels, for example, contact centers, to customize recommendations within a customer's budget.
- Features of the Pega Next-Best-Action Advisor
Learn about the features that Pega Next-Best-Action Advisor capabilities support.
- Architecture of the Pega Next-Best-Action Advisor capabilities
Learn about the architecture of Pega Next-Best-Action Advisor capabilities and the technical details of the Negotiation process.
- Using Pega Next-Best-Action Advisor in your desktop application
You can embed Pega Next-Best-Action Advisor into a desktop application by using a mashup script, and customize the script to meet your specific needs. You can then use Pega Next-Best-Action Advisor to either acquire new customers, retain existing customers, or make offers directly from your own application.
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