Understanding Next-Best-Action Designer engagement policies
Engagement policies allow users to define when specific actions or groups of actions are appropriate for customers. There are four types of engagement policies:
- The criteria which the customer must fulfill in order to qualify for the action or group of actions. For example, an action may only be available for customers over a specific age or living in a specific geographic location.
- The criteria which determine if this action or group of actions is appropriate at this point in time. For example, a discount on a specific phone model may not be relevant for a customer who already owns a phone of this type.
- The criteria which must be true in order for the action or group of actions to be deemed in the best interest of the customer. For example, a new credit card offer may not be appropriate for a customer who is likely to default on payments.
- Contact Policy
- The policies which determine when an action or group of actions should be suppressed and for how long. For example, you can suppress an action after a specific number of promotional messages have been sent to customers.
The Engagement policy tab generates a number of artifacts, including a proposition filter for each policy type and a group level strategy. The strategy imports the actions, ensures that the action is active, and then applies a series of proposition filters. The output of the strategy is a set of eligible and appropriate actions to be evaluated by the strategy framework.
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