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Pega Next-Best-Action Advisor Product Overview

Updated on November 9, 2021

Pega Next-Best-Action Advisor provides a configurable, ready-to-use user interface that delivers Next Best Action in the optimal manner for inbound channels, under complete control of Pega Customer Decision Hub, configurable through Next Best Action Designer.

Pega Next-Best-Action Advisor uses Pega Customer Decision Hub to determine the value of the customer now and in the future, then determines how much the business wants to treat the customer based on this value calculation. This drives the Next Best Action, the Next Best Offer (Cross Sell/Up Sell), or leads the customer into compiling a complex recommendation to retain and build customer loyalty, where the amount to invest in creation of this recommendation is based on the customer value.

Negotiator provides the following benefits:

  • Simplifies and aligns the Acquisition and Retention journeys.
  • Creates personalized recommendations that utilize AI-driven historical and real-time data
  • Empowers your business with a configurable and adaptable way to present and negotiate recommendations.

Pega supports the following versions of Negotiator:

  • Free-standing Bundle Negotiator (deprecated in Pega 7.4).
  • Bundle Negotiator 1.0 (implemented in Pega Customer Service 7.4 in the LocalOfferNegotiator class; deprecated in Pega 8.3).
  • Negotiator 2.0 (implemented in Pega Customer Service 8.2 in the Acquisition journey; moved to the Negotiator class in Pega 8.3)Note: Pega Next-Best-Action Advisor includes Negotiator versions 1.0 and 2.0. Negotiator versions earlier than 2.0 are used for backward compatibility.
Note: Implementing Pega Next-Best-Action Advisor in version 8.3 and later requires implementing Negotiator 2.0. For more information, see the Pega Next-Best-Action Advisor Installation Guide on the Pega Next-Best-Action Advisor product page.

Negotiator 2.0 resides in the PegaComm-FW-CPMCFW-Work-Negotiation class, which is a child class of both the PegaComm-FW-CPMCFW-Work-Negotiation-Retention and the PegaComm-FW-CPMCFW-Work-Negotiation-Acquisition class.

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