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Refining recommendations in Pega Next-Best-Action Advisor

Updated on April 20, 2022

Use the Negotiation capability in agent-assisted channels, for example, contact centers, to customize recommendations within a customer's budget.

Pega Customer Decision Hub
Before you begin: Review recommendations suggested by Pega Next-Best-Action Advisor. See Showing recommendations in Pega Next-Best-Action Advisor and Assessing needs in Pega Next-Best-Action Advisor. The following procedure is an example of a negotiation stage in the retention journey of a customer whose long-term contract is coming to an end and is eligible for a multilevel subscription that includes his family members.
  1. Analyze the Negotiation section, as shown in the following figure:
    Details of the Pega Next-Best-Action Advisor Negotiation section
    Part of pega next best action advisor showing the ui elements of the negotiation section.
    A
    List of shared subscriptions.
    B
    List of individual subscriptions.
    C
    The average relevancy, commission, budget used, and budget available (minimum, target, and maximum) calculated by Pega Customer Decision Hub.
    D
    The total cost (monthly and one-time), including discounts.
    E
    Negotiation options menu:
  2. View and add more subscription recommendations, accessories, or devices:
    1. See subscription recommendations by clicking the arrow next to the subscription name to expand the list of available options, as shown in the following figure:
      Details of the Pega Next-Best-Action Advisor subscription area
      Part of pega next best action advisor showing the details of a subscription area.
      A
      Subscription name.
      B
      Subscription sub-category names.
    2. Next to Plan, see additional recommendations for the subscription by clicking View more.
      The subscription recommendations are determined by the strategy framework and are ordered based on priority.
    3. Next to a sub-category name, view devices and accessories for your subscription by clicking View more.
      A device can be a handset or a router. An accessory can be an item such as a charger or a phone case.
    4. In the applicable row, add subscription recommendations, devices, or accessories by clicking Add.
      The total cost now includes the subscription cost.
    5. View subscription recommendations, devices, or accessories, that are not in the list by clicking ActionsSearch offer, and then by searching by a name.For example: Searching for Premier returns all recommendations with that word in the product name.
      For more information, see "Searching by name" in Features of the Pega Next-Best-Action Advisor.
  3. Negotiate a household discount:
    Note: The household discount needs to be within the budget.
    1. At the bottom of the Negotiation section, click Add discount.
    2. In the Personalized discount dialog box, from the list of available discounts, add a discount by clicking Add.
    Result: The cost of investment increases, while the cost to the customer decreases.
  4. Compare the updated recommendation with the pinned recommendation by clicking Compare.
  5. Accept a recommendation:
    1. In the Negotiation section, click Next.
    2. Complete the required fields on each screen and then click Next until you reach Confirm.
    3. Click Confirm.
  6. Switch to your customer service application to fulfill the accepted subscription.
    Fulfillment of subscriptions is outside of the scope of Pega Next-Best-Action Advisor and this tutorial.
Result: Pega Next-Best-Action Advisor uses the CaptureResponse and CaptureNegotiationOutcome services to record information about the negotiated deal in the Pega Customer Decision Hub database schema. The information can be accessed for reporting purposes, for example, to measure the agents' KPIs. For more information, see Capturing negotiation outcomes from Pega Next-Best-Action Advisor in the Pega Customer Decision Hub User Guide.
    • Previous topic Assessing needs in Pega Next-Best-Action Advisor
    • Next topic Features of the Pega Next-Best-Action Advisor

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