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Assessing needs in Pega Next-Best-Action Advisor

Updated on April 20, 2022

Use the Needs assessment capability in agent-assisted channels, for example, contact centers, to negotiate alternative recommendations and their details with customers. By assessing customer needs, you increase a chance of the recommendation becoming accepted.

Pega Customer Decision Hub
Before you begin: View the recommendations suggested by Pega Next-Best-Action Advisor. See Showing recommendations in Pega Next-Best-Action Advisor.
  1. Analyze the Shared needs assessment dialog box, and then select recommendations, as shown in the following figure:
    Shared needs assessment section
    Part of pega next best action advisor showing the ui elements of the needs assessment section.
    A
    The current recommendation.
    B
    The personalized recommendation.
    You can negotiate and modify personalized recommendations.
    C
    Clicking Pin bookmarks a recommendation.
    For more information, see "Pinning" in Features of the Pega Next-Best-Action Advisor.
    D
    The alternative recommendations.
    You cannot modify alternative recommendations.
    Note: Clicking a radio button selects a recommendation.
  2. In the Service preference area, add additional services to a recommendation by clicking a service name.
    For example: Add the internet service to the personalized recommendation by clicking Internet.
  3. Review an alternative recommendation:
    1. In the Recommendations area of the Shared needs assessment dialog box, select an advertised recommendation, for example, Silver triple play.
    2. Click Submit.
    3. In the Recommendations section, review the costs.
  4. On the Shared row, switch back to the personalized recommendation by clicking Recommend.
  5. In the Shared needs assessment dialog box, select the personalized recommendation, and then click Submit.
  6. In the Recommendations section, compare the selected recommendation with alternative recommendations for all subscribers by clicking Compare.
  7. Set the maximum monthly cost:
    1. In the top right corner of the Recommendations section, click Filter by monthly cost.
    2. In the Set monthly cost dialog box, enter the exact amount that the customer is willing to pay.
    3. Click Apply.
    4. Review the updated recommendations within the new cost limit.
      For example: If the monthly cost is set to $510, the system downgrades the TV plan from TV preferred to TV basic.
  8. In the Recommendations section, upgrade a subscription that is not eligible for an upgrade by default:
    For example: John's mother's contract ends later in the year.
    1. In the row for the subscription that you want to upgrade, click Recommend.
    2. In the needs assessment section, review the current holdings and upgrade recommendations.
    3. To include that subscription in the upgrade, select a recommendation, and then click Submit.
    4. To remove that subscription from the upgrade, select the current holding, and then click Submit.
  9. In the Recommendations section, review the upgrade of a subscription that is eligible for an upgrade by default.
    For example: John's son is included in the household contract, which is coming to an end.
    1. In the row for the subscription that is eligible for an upgrade by default, click Recommend.
    2. In the needs assessment section, review the current holdings and upgrade recommendations.
    3. To include that subscription in the upgrade, select a recommendation, and then click Submit.
    4. To remove that subscription from the upgrade, select the current holding, and then click Submit.
  10. At the bottom of the Recommendations section, click Next.
Result: The Negotiation section is displayed.
What to do next: Customize the recommendation within the customer budget. See Refining recommendations in Pega Next-Best-Action Advisor.
    • Previous topic Showing recommendations in Pega Next-Best-Action Advisor
    • Next topic Refining recommendations in Pega Next-Best-Action Advisor

    Tags

    Pega Next-Best-Action Advisor 8.7 Decision Management

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