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Needs assessment capability

Updated on January 18, 2022

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.


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

In the Needs assessment dialog box shows, you can review the recommendations for the customer. The list shows the type and name of the recommendation, the monthly and one-time cost, and the names of actions in the recommendation. Click View details to see the full list of actions in a recommendation, and their descriptions.

The following bundle types are available:

Personalized recommendation
Pega Customer Decision Hub checks the actions available to a customer, determines what mix of actions would make the best recommendation for the customer, and discounts the price accordingly.
General recommendation
A fixed bundle of different actions at specific prices. This type of recommendation is created by a product manager. Pega Next-Best-Action Advisor uses modeling to determine which static recommendation the customer is most likely to want.
You can also refer to the general recommendation as an advertized recommendation.

You can modify the needs assessment, for example, its service categories or questions, until the recommendation is locked in place. To lock a recommendation, click Pin. After a recommendation is pinned, its contents will not be affected by any changes to the preferences.

For more information about pinning and other features of Pega Next-Best-Action Advisor, see "Features of the Pega Next-Best-Action Advisor" in the "Understanding Pega Next-Best-Action Advisor capabilities" tutorial on the Pega Next-Best-Action Advisor product page.

Negotiator actions

Continue the negotiation process by completing further Negotiator actions.

At the bottom of the Negotiation screen, you have following options:

Save for later
Saves the case and resume working on it later.
Opens the Negotiator.
Compares the granular actions in each of the recommendations with the customer's current recommendation, as determined by the product holdings in the database.

Click Compare to see the current customer offer from their product holdings in the first column. The next column is the personalized recommendation, where a strategy has determined the benefits and discount.

The top of the screen shows the type and name of the recommendation, as well as a budget indicator, that is, the business value of the recommendation. For example, green is a good recommendation, amber is a concern, and red is a poor recommendation. Click Close to return to the Negotiator.

The Compare offers window
A next-best-action compare offers window that allows you to compare recommendations for
          a subscriber.

For more information on comparing actions, see Comparing actions with Bundle Negotiator in the Pega Next-Best-Action Advisor.

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