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Next best action in omnichannel environments

2 Topics

25 mins

Visible to: All users
Beginner Pega Customer Decision Hub 8.8 English
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Omnichannel AI in Pega Customer Decision Hub™ delivers the right action at every customer interaction by crunching millions of data points in real time.

Learn how you can use next best actions to ensure that CSRs take relevant actions at every step during a customer interaction. Learn how easy it is to configure the AI by using Next-Best-Action Designer to select the best offer for the right customer on a digital channel.

After completing this module, you should be able to:

Explain the benefits of using next best actions in a contact center.
Explain how adaptive models can predict customer behavior.
Describe the use case for cross-sell on the web.
Explain the purpose of key configurations in Next-Best-Action Designer.

Practice what you learned in the following Challenges:

Exploring next-best-action in a contact center v1 Exploring cross-sell on the web v5

Available in the following missions:

Decisioning Consultant v5 Pega Customer Decision Hub Foundation v6

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