Understanding Bundle Negotiator
To acquire, upgrade, or retain your customers through a contact center, learn about the capabilities of Pega Next-Best-Action Advisor.
Pega Next-Best-Action Advisor capabilities include:
- Next best action
- In one-to-one customer engagement, a next best action is the action that is the most suitable and relevant to a customer in a given context. The next best action is determined by combining AI insights and business rules that take into consideration customer needs and business objectives, as well as various business and operational constraints.
- Recommendations
- A collection of offers or actions made on the basis of next best actions. In the communications industry, a recommendation can be, for example, a personalized subscription upgrade.
- Needs assessment
- Alternative recommendations. In the communications industry, an alternative recommendation can be, for example, an advertised subscription upgrade with a different mobile phone.
- Negotiation
- Customized recommendations within the customer budget that take discounts into account.
- Advertised bundle
- A preconfigured group of products that are offered together for a specific price.
- Personalized bundle
- A group of products recommended for the customer by the Next-Best-Action strategy framework. The bundle includes the best offer from each category, that is, the offers for which the customer has the highest propensity.
Use case
For example, John Smith is a long-standing customer of U+ Comm, a large telecommunications company. John has an individual subscription consisting of a data and voice mobile plan, which is soon eligible for renewal. U+ Comm wants to offer John a new contract that includes his family, too – a multilevel household plan that includes his partner, his children, and his mother.
To understand how Pega Next-Best-Action Advisor specialists, Product Managers, or CSRs can assist customers like John by using Pega Next-Best-Action Advisor capabilities to present, refine, and negotiate recommendations, refer to the following topics:
- Creating actions for Bundle Negotiator in Pega Next-Best-Action Advisor
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.
- Comparing actions with Bundle Negotiator in Pega Next-Best-Action Advisor
Use the enhanced Bundle Negotiator capabilities in Pega Next-Best-Action Advisor to quickly compare actions and to present the customer with a comprehensive offer in order to retain them.
Previous topic Using Pega Next-Best-Action Advisor in your desktop application Next topic Creating actions for Bundle Negotiator in Pega Next-Best-Action Advisor