Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Tutorial: Understanding Pega Next-Best-Action Advisor capabilities

Updated on September 15, 2020

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.
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.
Customized recommendations within the customer budget that take discounts into account.

Use case

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.

This scenario is used throughout the tutorial to illustrate and explain Pega Next-Best-Action Advisor capabilities:

  1. Showing recommendations in Pega Next-Best-Action Advisor
  2. Assessing needs in Pega Next-Best-Action Advisor
  3. Refining recommendations in Pega Next-Best-Action Advisor
  4. Features of the Pega Next-Best-Action Advisor
  5. Architecture of the Pega Next-Best-Action Advisor capabilities


You have learned about Pega Next-Best-Action Advisor capabilities.

Next steps

As a Pega Next-Best-Action Advisor specialist, Product Manager, or a CSR, you can now assist customers by using Pega Next-Best-Action Advisor capabilities to present, refine, and negotiate recommendations.

  • Next topic Showing recommendations in Pega Next-Best-Action Advisor

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us