| Capturing a Customer's Intent | Identifying 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 Customer | Determine 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 Customer | A 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 Business | Recommend 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 Script | NBAAFS 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 Assessment | NBAAFS presents a set
of questions that capture additional information that is used to further refine the
action and bundle recommendations. |
| Investment Budget | In 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. |
