Module

Next best action and customer interactions

2 Topics

20 mins

Visible to: All users

Beginner

Pega Customer Service 8.8

Decision Management

English

The omnichannel Pega AI delivers the right action at every customer touch by crunching millions of data points in real time.

Learn how you can use the next best action to ensure a CSR takes relevant actions at every step during a customer interaction.

After completing this module, you should be able to:

Explain the basics of the next-best-action approach.

Describe how a CSR can use the next best action.

Next-Best-Action and customer service

5 mins

Next-Best-Action in a contact center

10 mins

Module Quiz

5 mins