PW26 Use Case - Design engagement policies with AI
2 Tasks
15 mins
Scenario
As a marketer, I want to design engagement policies (Eligibility, Applicability, and Suitability) that govern which customers receive which offers, so that I ensure regulatory compliance, prevent customer fatigue, and protect at-risk customers while learning when to trust or when to refine AI recommendations.
Description
After completing U+ Bank's Blueprint with personas, brand, and experiences in Use Cases 1-3, the marketing team has received customer complaints about irrelevant offers and regulatory concerns about credit offers to at-risk customers. You must enhance your Blueprint by designing engagement policies that balance business goals with customer interests and regulatory compliance.
You'll work with the Blueprint Agent to design three types of policies: Eligibility policies that ensure customers legally qualify for offers based on age and geographic restrictions; Applicability policies that prevent customer fatigue by avoiding irrelevant offers (for example, that don't offer products already owned), and Suitability policies that protect customers by ensuring that offers are in their best interest by, for example, not offering credit to customers with high debt-to-income ratios or recent late payments.
This use case includes a critical learning moment where you'll discover a gap in the AI's initial Suitability policy recommendation. You'll need to identify the missing factor (payment history), and refine the prompt to create a comprehensive policy. This teaches you when to trust AI output and when human expertise is needed to validate completeness.
Detailed Tasks
1 Other details
Engagement policies map directly to the three NBA stages that you simulated in Use Case 3: the Eligibility filters at Stage 2, Applicability at Stage 3, and Suitability at Stage 4. These policies work together as a layered governance system.
The specific policies for U+ Bank include: an Eligibility policy requiring a minimum age of 21 and excluding restricted states; an Applicability policy preventing offers to customers with 3+ existing credit cards, and a Suitability policy that checks both debt-to-income ratio (with a 40% threshold).
2 Acceptance criteria
- You use the Blueprint Agent to ask, "What are engagement policies and why are they important?"
- You understand the difference between Eligibility (legal qualification), Applicability (current relevance), and Suitability (customer best interest).
- You use the Blueprint Agent to design Eligibility policies that ensure a minimum age of 21 and that exclude customers in states with credit card marketing restrictions.
- You use the Blueprint Agent to design an Applicability policy that prevents credit card offers to customers who already have 3 or more U+ Bank credit cards.
- You use the Blueprint Agent to design a suitability policy to ensure that credit cards are offered only if the debt-to-income ratio is below 40%.
- You use the Blueprint Agent to understand "Why is checking debt-to-income ratio important?"
- You reflect on when to accept AI output as it is, and when to refine it based on domain expertise, regulatory requirements, or specialized knowledge.
Available in the following mission:
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