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Use case examples

Updated on January 22, 2021

The table below presents an example list of common use cases. Each represents a scenario in which a customer may utilize Pega Customer Decision Hub for Communications to achieve a business objective:

Use caseDescription
Negotiation-AcquisitionTelcos/CSPs now have a way to engage with prospects which means not much is known about this person. By using the Negotiation capability, a tool to capture individual preferences and recommend personalized bundle best suited for each prospect. Based on the conversation CSR has with the prospect, the bundle can be further modified, thereby increasing the changes of a conversion i.e. prospect to customer. All this using AI at the core.

The AI powered Retention capability identifies the most appropriate time to initiate a conversation targeted to prevent churn. The advisor application powered by Pega Customer Decision Hub for Communications initiates conversation to offer a better bundle or a service. The decision can be based on a multitude of factors an important one being the churn score.

The Negotiation capability captures individual preference and proposes personalized bundle best suited for the customer. The retention capability additionally captures the most preferred mobile handset of the customer. The personalized bundle is created by the customer brain using AI, based on the profile preferences and the desired handset.

Cross-sell/upsell opportunityThe application provides cross-sell/upsell strategies that leverage the next-best-action functionality to provide a prioritized ranking of actions to the right customer at the right time through the right channel.
Incentive-Driven, Game-Oriented MarketingUsing what we know to tailor individual communications for each customer to ensure they are relevant, timely, and appropriate.
Location-based marketingTarget customers based on their location using Geofence functionality.
Event initiated/Trigger marketingRespond to real-time marketing opportunities by pushing relevant actions to customers.
Product Catalog integrationThe application enables you to connect with Pega Product Catalog Framework and import product offerings. After import, these Actions are available for AI to choose and use in strategies for customer and prospects during various journeys.

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