Pega Customer Service and Pega Customer Decision Hub Integration
Pega Customer Decision Hub™ (CDH) is the always-on brain that decides the next best actions for each customer. These next best actions are displayed on the Pega Customer Service™ (CS) Interaction Portal when the customers call in. When customer service representatives (CSRs) present these personalized offers to customers, they create relevant customer experiences, empower business operations, and maximize revenue.
CS-CDH Communication
Consider a business scenario, U+ Comms, a telecommunication company, receives a call at its call center from one of its customers complaining about slow internet. The CSR registers the complaint and says that it could be due to the low bandwidth plan that the customer is currently subscribed to. This information is sent in real time to CDH, which determines an upgrade service as a next best action. This is displayed as an offer in the Interaction Portal. The CSR then presents the offer to the customer, and the customer agrees to upgrade their current internet plan, which resolves the customer issue and generates revenue for U+ Comms.
The following diagram encapsulates how Pega Customer Service uses CDH to suggest offers:
- Triggers from CSR actions and Voice AI aid in building the CS context. In the example here, the real-time context comprises the CSR action of registering a complaint case, and the conversation between the CSR and the customer.
- This CS context information is sent to CDH through a queue processor in Next Best Action Advisor application.
- CDH analyses these inputs along with AI-driven decision strategies and business conditions, and then determines the next best actions. In the example here, an upgrade service ranks top in the next best actions.
- CDH sends the next best actions to CS through Next Best Action application.
- Next Best Action Advisor application processes this response and shows the offers in the CS Interaction Portal.
Pega Next-Best-Action Advisor application helps the agent present offers effectively on behalf of the business organization.
Offers keep changing in real-time with the changes in contextual information. For example, suppose in the above scenario that later in the conversation, the customer mentions a teenage son and his habit of spending long hours on the internet. In that case, a Teen Cyber Safety Program offer will be displayed on the CSR's screen, in accordance with the changed context.
You have reached the end of this topic. You learned:
- How Pega Costumer Service and Pega Customer Decision Hub send and receive data between them.
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