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Deliver in moments of opportunity with enhanced AI-fueled and NLP-based Next Best Actions (8.4)

Updated on May 3, 2021

The customer interactions that are constantly occurring across your digital channels are the fuel that powers your pipeline. However, with so much data coming in 24/7, it can be challenging to parse out what to focus on, who to engage with, and when to take action. Pega’s latest Next Best Actionenhancements empower your sales team with AI insights, sentiment analysis, and real-time recommended actions that are related to your contacts, leads, accounts, team communications, and current pipeline.

The latest enhancements to Pega's Next Best Action capabilities equip your sales team with AI-fueled capabilities that eliminate selling blind spots and help drive strong engagement across the entire selling journey:

"Next Best Action capability"

Next Best Action insight based on lead activity

Take action when it’s timely and relevant

Is now the right time to reach out? Timelines and relevancy are crucial when it comes to driving engagement across the selling journey. With so much of the power being in your customers' hands, your sales team needs a tool that can sense moments of opportunity while also ensuring that your reps are reaching out at the right time.

Pega’s Next Best Action capabilities provide your team with prescriptive insights on leads, contacts, and accounts in the moments that count. So, when a lead downloads an asset from your website or has been inactive for 2 weeks, your sales rep will know when and how to engage with that customer.

Analyze and act on text sentiment

Whether communicating via email, chatbot, or Pulse feed, your sellers are constantly interacting with their teams and customers. With collaboration constantly occurring across various channels, managing these interactions is key to success. Now, with Pega's latest Next Best Action enhancements that use natural language processing (NLP) to analyze topics, keywords and text sentiment in your email and chat interactions, your team is guided by real-time recommendations on what types of actions should be taken in future collaborations.

Guide reps to the right strategies

When balancing busy schedules and vast amounts of data, your reps and managers need a tool that brings this kind of AI insight directly to them. Rather than having to search for information within your system and potentially miss critical pieces of insights, Pega’s Next Best Action capabilities suggest actions, offers, and content that are relevant, scalable, timely, and contextual, and all within an easily navigated dashboard. With these enhanced guided selling capabilities, your team is able to carry out the right strategies and drive real conversations about the subjects that your actually customers care about.

For more information about how Pega’s Next Best Actions are transforming engagement across the entire selling journey, see Next best action in Pega Sales Automation.

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