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Next-Best-Action in an omnichannel environment

2 Topics

25 mins

Visible to: All users
Beginner Pega Customer Decision Hub 8.7 Pega Customer Decision Hub 8.6 Pega Customer Decision Hub 8.5 Pega Customer Decision Hub 8.4 English

Pega’s omni-channel AI delivers the right action at every customer touch by crunching millions of data points in real-time.

Learn how you can use Next-Best-Action to ensure a customer service representative takes relevant actions at every step during a customer interaction. Learn how easy it is to configure the brain by using the Next-Best-Action Designer to select the right offer for the right customer on a digital channel.

After completing this module, you should be able to:

Explain the benefits of Next-Best-Action in a contact-center
Explain how adaptive models are used to predict customer behavior
Describe the cross-sell on the web use case
Explain the purpose of key configurations in the Next-Best-Action Designer

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