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Next best action capability

Updated on May 10, 2021

For easier management of next best actions, once the customer is identified, Pega Next-Best-Action Advisor is shown to the agent.

Pega Next-Best-Action Advisor begins by making a call to the next-best-action real-time container exposed by Pega Customer Decision Hub. Based on what is known about the customer, the strategy determines the next best action. The strategy behind this decision is configured using Next-Best-Action Designer.

If the next best action is to upgrade or retain, or to acquire a new customer, the Negotiator is displayed, as shown in the following figure:

The next-best-action Negotiator
A customer service portal window that shows the next best action negotiator.

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