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Implementing conditional processing (Intent When) by using Pega Customer Decision Hub

Updated on March 25, 2020

Integrating Pega Customer Service with Pega Customer Decision Hub improves the quality of the next best actions at every step during a customer interaction. Pega Customer Decision Hub combines customer and contextual information with artificial intelligence (AI) and business rules to determine the actions.

When you integrate Pega Customer Service with Pega Customer Decision Hub, you can replace Intent When rules with Pega Customer Decision Hub logic to take advantage of advanced artificial intelligence (AI) and reduce the intent evaluation overhead.

To implement the functionality of Intent When rules built in your application by using Pega Customer Decision Hub, you need to complete the configurations detailed in the following sections in Pega Customer Service and Pega Customer Decision Hub.

  • Previous topic Pega Customer Decision Hub behavior
  • Next topic Configuring Pega Customer Service for conditional processing

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