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.
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 details, 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.
- Defining eligibility conditions for treatments
Specify the conditions under which a particular treatment or treatment type should be made available to a customer. You can apply both global treatment eligibility and treatment eligibility conditions.
- Configuring email treatments
Configure an email treatment to represent the message that you want to communicate to qualified customers through the email channel. Messages typically consist of images, HTML fragments, and text.
- Configuring SMS treatments
Configure an SMS treatment to represent the message you want to communicate to qualified customers through the SMS channel.
- Configuring push notification treatments
A push notification treatment represents the message which you want to communicate to your customer through a notification message in an app that you own. It is typically displayed on the lock screen of a mobile device where the app is installed. Opening a push notification brings the user to the app that sent the message.
- Configuring web treatments
A Web Treatment represents the visual message you want to communicate to your customer on the web channel. It typically consists of an image or HTML fragment and text which is rendered in a specific location on a web page. If a user clicks on this image or HTML, Pega tracks the click event and redirects the user to a specified web page. This redirection is specified through the click-through URL.
- Configuring mobile treatments
A mobile treatment represents the visual message you want to communicate to your customer on the mobile channel. It typically consists of an image or HTML fragment and text which is rendered in a specific location on a web page when viewed on mobile devices. If a user clicks on this image or HTML, Pega Customer Decision Hub tracks the click event and redirects the user to a specified web page. This redirection is specified through the click-through URL.
- Configuring agent-assisted treatments
An agent-assisted treatment represents the message which you want a call center agent or retail assistant to communicate to your customer during an interaction such as a call center call or an in-person visit to a brick and mortar retail store.
- Configuring other channel treatments
You can create treatments for channels other than the ones which Pega Customer Decision Hub provides out of the box. By default, the Other Treatment rule form includes the same fields as the Web and Mobile forms, with the addition of a Treatment type field for easier classification.
A newly created Section starts out as shown below.
- Adding custom attributes to treatment form
You can add custom attributes to treatment form to describe additional characteristics of the treatment.