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Needs assessment capability

Updated on September 11, 2020

If the recommendation does not meet all the customer requirements, the agent can go through a needs assessment with the customer for a specific subscription. As part of the needs assessment, an additional context is determined. The additional context becomes another piece of metadata that is used to determine a better recommendation.

The Needs assessment dialog box contains a list of additional questions about customer preferences, followed by a selectable representation of all available recommendations. For more information, see Recommendations.

The next-best-action needs assessment dialog box
A next-best-action needs assessment dialog box that shows all alternative
          recommendations for a subscriber.

For more information, see "Assessing needs in Pega Next-Best-Action Advisor" in the Understanding Pega Next-Best-Action Advisor capabilities tutorial on the Pega Next-Best-Action Advisor product page.

  • Recommendations

    Increase a chance of the recommendation becoming accepted by reviewing the recommendations suggested by Pega Next-Best-Action Advisor.

  • Negotiator actions

    Continue the negotiation process by completing further Negotiator actions.

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