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Creating actions for Bundle Negotiator in Pega Next-Best-Action Advisor

Updated on April 20, 2022

Retain customers by addressing their needs through Bundle Negotiator actions. When a customer makes a call to a customer service center, the action can be, for example: to retain the customer, to present the customer with a new offer, or to update the customer's address. You can create these actions in Pega Next-Best-Action Advisor and then use them in the enhanced Bundle Negotiator.

Pega Customer Decision Hub
For more information about Bundle Negotiator, see the Pega Customer Decision Hub for Communications Product Overview.

To create and configure a single action, such as an offer or a plan, for example, Unlimited 4G LTE Internet, to market to customers, complete the following steps.

  1. In the Pega Customer Decision Hub portal, click NewAction.
  2. In the Create Action window, in the Action Record Configuration section, set initial parameters of your action:
    1. In the short description field, provide a concise purpose for your record.
      For example: Internet plan for 4G LTE.
    2. In the Issue drop-down menu, select the issue type of your action.
      For example: Retention.
    3. In the Group drop-down menu, select the group for your action.
      For example: Internet.
  3. In the Context section, configure the ruleset of your action:
    1. Select the application for your ruleset, for example, Pega Customer Decision Hub.
    2. From the Add to ruleset drop-down menu, select an open ruleset and version.
  4. Click Create and open.
  5. In the Edit Action rule form, on the Details tab, set additional parameters of your action:
    1. In the Key code field, enter the marketing code that is used to identify the treatment.
      This value can be output in the sent email and/or the output file/db, and can be used to track the performance of different treatments. If a key code value is specified on the Email Treatment being referenced, upon selecting the treatment, it is populated into this field.
    2. In the Variant field, enter the variation in a set of offers, for example, size or color.
      This property is used in offer bundling for Pega Next-Best-Action Advisor. Variants for the same offer are grouped and can be selected during bundling.
    3. In the Category field, enter the classification of the offer.
      This property is used in the Advisor Negotiation use case.
    4. In the Description field, enter a short description of what the plan is.
    5. In the Benefits field, enter a short summary of the benefits of this plan.
    6. In the Thumbnail image field, to select a picture that illustrates the offer, click the Show Image Viewer icon.
  6. In the Next-Best-Action configuration section, set Next-Best-Action-specific parameters of your action:
    1. In the Starting Evidence field, enter a value that represents the amount of evidence (outcomes) recorded before the modeling data is meaningful, for example, 800.
    2. In the Starting Propensity field, enter a value that is the default Propensity to be used before the required amount of Evidence is available, for example, 0.85.
    3. In the Offer ID field, enter the Product Offer ID from the Catalog.
    4. If your implementation is using a product Catalog, in the Catalog ID field, enter the Catalog number where the offer resides.
    5. In the Recurring cost field, provide the value to be paid monthly, for example, 175.
    6. To calculate how much a company is investing in obtaining or retaining a customer (the Investment Cost value is visible in the Offer Negotiator), use the following formula:
      Internal Cost - (Recurring Cost x Contract Length + One Time Cost), where:
      • Internal Cost is the cost of item procured by the company from the vendor (not the retail cost).
      • Recurring Cost is how much the customer pays for the service on a recurring basis.
      • Contract Length is the amount of time that the customer is bound to the contract.
      • One Time Cost is the amount that the customer has to pay upfront for the offer.
      If the Investment Cost is less than $0, it shows as zero.
    7. In the One Time Cost field, enter the amount that the customer has to pay upfront for the offer.
    8. In the Sub category field, provide a type of offer, for example, Add-on, or Plan.
    9. In the Contract Length field, enter the number for the length of the contract period.
  7. Optional: In the Availability section, set the context of your action:
    1. Select the start date, end date, and time for limited time actions, in the requested format.
    2. In the Relevant description field, give the limited time a name.
    3. In the Eligibility description field, describe to whom the action is directed.
  8. Optional: In the Financials section, provide values that apply to the business requirements of your offer.
  9. Optional: In the Expected outcomes section, provide values that apply to the business requirements of your offer.
  10. In the Bundle Attributes section, select Not a bundle parent.
  11. Optional: In the Custom Attributes section, provide values that apply to the business requirements of your offer.
  12. Click Save.
What to do next: For more information about Pega Customer Decision Hub, see the Pega Customer Decision Hub User Guide and the Decisioning Consultant training on Pega Academy.
  • Previous topic Understanding Bundle Negotiator
  • Next topic Comparing actions with Bundle Negotiator in Pega Next-Best-Action Advisor

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