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Debugging the Next-Best-Action strategy framework

Updated on August 4, 2022

You can verify that your Next-Best-Action Designer configuration is giving the desired results by defining a data transform that represents a test customer persona, and running a test for this persona directly from the strategy canvas.

Pega Customer Decision Hub

Strategy framework

The strategy consists of the following components:

  • Engagement policies, which filter out actions based on eligibility, applicability and suitability criteria
  • Strategy framework, which applies constraints, calculates the action and treatment propensity using AI, arbitration, and finally the application of channel specific rules to select the top actions based on the channel requirements

These two parts of the strategy framework are debugged and tested in slightly different ways. These approaches will be discussed in detail in the sections that follow.

Triggering the strategy framework

The Next-Best-Action strategy framework is invoked from various channel applications which are defined as triggers in the Channels tab of Next-Best-Action Designer. Each trigger has a corresponding trigger strategy which is the entry point for that particular strategy execution. This trigger strategy should be the starting point for most debugging exercises.

The strategy framework can be invoked from the following triggers.

Real-time container
The means by which the inbound, real-time channels such as web, mobile, call center and retail invoke next best action. The container request has a payload which is used to pass contextual information that is used as part of the decisioning process.

External events such as a web page view, credit card transaction or dropped call can trigger the Next-Best-Action strategy framework in order to determine if a response is appropriate for the specific event. The triggered event contains the event details such as event name, type and location that is used as part of the decisioning process.

Outbound schedule
The Next-Best-Action strategy framework can be run on a pre-defined schedule for an audience of people that results in potential outbound communications such as email, SMS and push notifications.

A trigger strategy is generated for each unique trigger and issue/group defined on the Channels tab of Next-Best-Action Designer.

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