Exploring next-best-action in a contact center

3 Tasks

25 mins

Pega Customer Decision Hub '24.1

Pega Customer Decision Hub '23 Pega Customer Decision Hub 8.8 Pega Customer Decision Hub 8.8

Visible to: All users

Beginner

Pega Customer Decision Hub '24.1

English

Scenario

U+ Bank recently completed a project in its Pega Customer Decision Hub™ application for a contact center, in which customers who call the contact center receive offers for credit cards. Customers receive offers after Customer Decision Hub weighs the customer needs against business objectives to optimize decisions based on priorities that are set by the business manager.

A customer, Steve Smith, needs help with his contact details. He begins an interaction with a customer service representative (CSR) to ask for an address change. After addressing the issue, the CSR presents a next-best-action recommendation to Steve.

Use the following credentials to log in to the exercise system:

Role	User name	Password
CSR	CustomerServiceRepresentative	rules
Decisioning architect	DecisioningArchitect	rules

Your assignment consists of the following tasks:

Task 1: Present a credit card offer

In Pega Customer Service™, simulate and accept a phone call with Steve Smith.

Present the next-best-action recommendation, a credit card offer, to the customer.

Task 2: Observe the customer profile for Steve

Get a clean snapshot of that customer's current state.

Task 3: Review the Next-Best-Action Designer configurations

Review the artifacts in the Customer Decision Hub portal and the configurations created in Next-Best-Action Designer:

1. The Engagement policy tab of Next-Best-Action Designer, where all engagement policy rules are defined.
2. The set of actions and treatments created for the Credit cards group.
3. The Channels tab of Next-Best-Action Designer.

 

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

• Log In

Challenge Walkthrough

Detailed Tasks

1 Present a credit card offer

1. On the exercise system landing page, click Pega Infinity ^TM to log in to Customer Decision Hub.
2. Log in to Pega Customer Service as a customer service representative:
   1. In the User name field, enter CustomerServiceRepresentative.
   2. In the Password field, enter rules.
3. In the header of Customer Service, click Create > Demo Pop – Steve Smith, verified to simulate a phone call with Steve Smith.
   
4. Click Accept to accept the incoming call.
   
5. In the lower-left corner, click the offer displayed.
   
   Note: Because of system initialization, it takes time for the tasks and the offer to display. The top offer you see might not match with the top offer in exercise steps because the offer ranking differs in different exercise systems.

6. Note that the customer qualifies for one more action in the Other suggestion section:
   
7. In the Customer decision section, select the Not interested radio button.
   
8. In the Other suggestions section, click More.
   
9. In the Standard card section, click Launch.​​​​​​​
   
10. In the Launch Standard card window, select the reason why Steve did not select the offer.
    
11. Click Submit.
12. In the Present offer to a customer section, click Submit.
13. In the Confirm submission and next steps section, click Done.
    
14. In the upper-right corner, click the user icon, and then select Log off to log out.

2 Observe the customer profile for Steve

1. Log in to Customer Decision Hub as a Decisioning Architect:
   1. In the User name field, enter DecisioningArchitect.
   2. In the Password field, enter rules.
2. In the upper-right corner, click the Reports icon, and then click Customer Profile Viewer:
   
3. In the Type list, select Customer Name, enter or select Steve Smith, and then click View:
   
4. Observe the details on the profile for Steve, such as the Customer ID, Email address, and risk profile:
   
5. On the Overview tab, review the current state of the customer:
   1. In the Demographics section, review the details about Steve that are relevant to the purposes of the business, such as gender, age, and income:
      
   2. In the Customer journeys section, confirm that the message No active journey for this customer is displayed.
      
       
      Note: Customer journeys are a sum of the experiences that your customers go through when interacting with your organization. Because the customer is currently not in any journey, the message is displayed.
   3. In the Suppressed actions section, confirm that the actions rejected by Steve are displayed:
      
   4. In the Recent interactions section, confirm that Steve received two actions and rejected them.
      
       
      Note: In task 1, you logged in as a customer service representative and presented a credit card offer to the customer, which is reflected in the Recent interactions section.
   5. Click an interaction to open the details.
   6. In the Interaction details dialog box, observe all the details of that interaction such as: Interaction time, Channel, Issue, and Group:
      
   7. Close the Interaction details dialog box.

6. In the profile of Steve, click the Next best actions tab.
   1. In the Channel context field, select Web Inbound.
   2. Select Show all decision results.
   3. Click Make decision:
      
7. Confirm that Steve was eligible for two credit cards:
   • Standard card
   • Rewards card
     

3 Review the Next-Best-Action Designer configurations

1. In the navigation pane of Customer Decision Hub, click Next-Best-Action > Designer to open Next-Best-Action Designer:
   
2. Click the Engagement policy tab:
   
3. In the Business structure area, in the Grow section, click Credit cards issue to view the engagement policy for the group:
   
4. Expand the Customer actions tab:
   
5. In the Actions section, review the four actions, as shown in the following figure:
   
6. In the Actions section, click Standard card to see the action details:
   
7. On the Standard card action form, click the Treatments tab:
   
8. Verify that the Agent assisted treatment exists for the Standard card action:
   
9. Expand the Treatment for call center treatment to see the details.
10. Close the Standard card action.
11. Optional: Verify that each action has at least one defined treatment.
12. In Next-Best-Action Designer, click the Channel tab.
    
13. Confirm that the Inbound Call Center channel is active:
    

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Available in the following mission:

• Pega Customer Decision Hub Foundation v8