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Next-Best-Action configuration

Updated on September 15, 2022

The following table describes the data fields contained in the Next-Best-Action configuration section:

Pega Customer Decision Hub
Input FieldOfferData PropertyDescription / Purpose
Action Evaluation Criteria
  • Default - For example, an email promoting a new checking account. This type of action is presented to customers if they fit the arbitration criteria, contact policies, and outbound limits that you specified.
  • Mandatory - For example, communication related to compliance (such as a notification about an increase in interest rates), network outages, or weather events. Mandatory actions are always delivered to customers, regardless of contact policies (outbound channel and action limits), or arbitration criteria. Constraint contact policies still apply to suppress mandatory actions from being sent repeatedly.
  • Transactional - For example, a Happy Birthday message that should not count towards the outbound limits that you specified. Transactional messages are still evaluated according to arbitration criteria and contact policies.
Apply AI to calculate action propensityThis option is on by default. Only set the toggle to off if you do not want to automatically calculate the action priority using adaptive model scores, for example, because the action is a regulatory communication and usual priority calculations do not apply. If this option is deactivated, Pega Customer Decision Hub uses the Starting propensity and Business weight values to determine action priority.
Starting evidenceStartingEvidenceThis value indicates how many action responses must be collected from customers before a model is reliable. This field is used in conjunction with Starting Propensity in the adaptive model propensity smoothing formula.
Starting propensityStartingPropensityBefore the adaptive models have enough data to be reliable, this value indicates the default propensity for the action. This field is used in conjunction with Starting Evidence in the adaptive model propensity smoothing formula.
Business weight (+/-)pyWeightAssign weight to the action. The action weight is used by next best action to calculate propensity, according to the settings defined on the Arbitration tab of Next-Best-Action Designer. For more information, see Prioritizing actions based on customer relevance and business priority.
Business valuepyValueAssign a financial value to the action. The action value is used to prioritize actions. You can also configure the Calculate Business Value and Calculate Value Extension strategies to implement custom calculation logic for action values. For more information, see Prioritizing actions based on customer relevance and business priority

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