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Next-Best-Action Advisor use cases

Updated on January 22, 2021
Use caseDescription
Capturing a Customer's IntentIdentifying the reason or context for a conversation with a customer is important for making the best possible decision. For example, a customer may have a high propensity for a cross-sell but because they are calling about a service issue you want to defer this conversation. Next-Best-Action Advisor for Financial Services (NBAAFS) presents a list of potential reasons a customer could be contacting which are used as inputs into the real-time NBA decision.
Identifying the Next Best Action for a CustomerDetermine and present the single best action an organization can take for a specific customer at the moment of interaction. This includes arbitrating across multiple business issues such as Retention, Servicing, Sales and Education.
Assessing the Next Best Offer (NBO) for a CustomerA part of the overall Next-Best-Action, Next-Best-Offer (NBO) determines and represents the best sales related action for a customer. This ranked action decision is based on known customer demographics, customer value, customer intent, history, behavioral information, and predicted propensity towards an action.
Bundled Actions for a Household or BusinessRecommend the best action or bundle of actions for each individual within a household or business or for the business as a whole. Users are able to switch between the household members or business accounts to configure individual bundles.
Create a Personalized, Guided Customer Interaction ScriptNBAAFS presents interaction scripts that guide an agent through a dialog with the customer, ensuring that the conversation is initiated in a consistent and personalized manner.
Present Intelligent and Relevant Actions Businesses can group and present actions to customers or agents in ways that simplify viewing enabling them to interactively select and compare the choices to negotiate a personalized deal.
Needs AssessmentNBAAFS presents a set of questions that capture additional information that is used to further refine the action and bundle recommendations.
Investment BudgetIn the Retention context, NBAAFS calculates the level of churn risk, the customer value and the amount of money to invest in saving a particular customer. This budget amount is calculated in real-time for each customer.

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