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Prioritize and route case work by predicting case outcomes (8.6)

Updated on May 11, 2021

Predict the outcome of cases and optimize their flow by using predictions in your cases. For example, if the predicted risk of the case escalating is higher, you can automate a decision to prioritize the case. If an incoming case has a low risk of fraud, you can configure a decision to process the case automatically.

You can use the output of a prediction in many shapes in Case Designer through the condition builder to route assignments, branch processes, or to validate information. For example, you can configure your application to conditionally run an optional qualification process to capture more information from a job candidate, only when the probability that your organization will accept the candidate is greater than 70%.

To apply predictions in your case types, you create a prediction in Prediction Studio, and then select that prediction in your case type settings. You can then configure a condition based on the probability that the prediction predicts, as in the following figure:

Using a prediction in a condition builder
Using a prediction in a condition builder
Note: This feature might require licensing additional products.

For more information, see Predicting case outcomes and Creating predictions for case management.

  • Previous topic Deliver user-friendly questionnaires by prepopulating answers (8.6)
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