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Defining treatments for actions

Updated on August 4, 2022

A treatment represents how the action is presented and experienced by a customer in a specific communication channel. You can define treatments for a number of built-in and custom channels, such as email, web, and others.

Pega Customer Decision Hub

Once created, treatments are associated to a specific action on the Treatments tab of the action rule. Treatments added to the Treatments tab of the action will be prioritized by the next-best-action strategy, which uses adaptive models to determine the best channel and treatment. This is done by continuously testing the treatment success rate, by randomly increasing the propensity of certain treatments to allow the model to explore and learn about other situations that could yield positive results. If you use Next-Best-Action Designer, you do not need to manually test the effectiveness of your treatments. For more information, see Model learning for new actions.

The Flow tab of the action should utilize the Use associated treatment option on the appropriate shape in order to take advantage of the best treatment based on the strategy framework. To create a new treatment, the user simply needs to type in the desired name and click the magnifying glass to launch the Create form for the treatment.

Treatments can be defined at the top level or can be categorized into issues and groups. The system automatically selects the issue and group in the Create form using the corresponding values from the action rule. Users can change these selections to store the new treatment at a different hierarchical level.

Eligibility conditions for treatments

You can specify the conditions under which a particular treatment or treatment type should be made available to a customer. You can apply both global (inherited) and individual eligibility conditions. Global treatment eligibilities are applied to all treatments of a specific type, as in the following figure:

Individual eligibility conditions are applied to a specific treatment, in addition to any global eligibility conditions that you specified.

Creating eligibility conditions

Eligibility conditions are defined as When rules associated with specific customer contexts. Work with your implementation specialist to define the required eligibility conditions for your treatments. For more information, see Creating treatment eligibility criteria.

Tip: Do not use treatment eligibility rules for targeting treatments to customers. Treatment targeting is better handled by the Arbitration process. Treatment eligibility is intended for eligibility rules such as Treatment is in a customer's preferred language, customer has opted into this channel, customer has a downloaded the mobile app, and so on.

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