Suggesting offers with Pega Customer Decision Hub

This video shows how to suggest offers from Pega Customer Decision Hub in Pega Customer Service during an inbound call interaction.

Consider the following business scenario: U+ Bank, a retail bank, wants to make a significant impact on customer experience and drive an effective return on marketing investment. U+ Bank wants to suggest offers from CDH in the Interaction Portal to drive cross-selling of credits cards to its customers.

To implement this, you log into the Customer Service Application as an administrator and click Control Panel in the navigation pane.

Under Interactions, click Suggestions.

Click Offers.

On the CS - Customer Decision Hub page, select the Allow agents to present other suggestions checkbox to enable customer service representatives to present lower-ranked suggestions.

Select the Enable Customer Decision Hub for Customer Service checkbox to enable CDH to provide CSRs with real-time, AI-driven offers during customer interactions.

In the Enable Customer Decision Hub by interaction type section, click Edit table. This setting enables CDH requests by interaction type, such as Outbound call, Inbound call, and Web messaging. By default, the return value is true for the interaction types. If needed, you can change the return value to false and make other changes to this table to meet your organization's business requirements.

In the Determine CDH trigger based on interaction type window, click Submit.

Select the Enable Voice AI to trigger CDH requests checkbox to enable Voice AI as a source to trigger CDH requests.

In the Other suggestions feature for agents dropdown list, select a number to specify how many other lower-ranked suggestions a CSR can access in addition to the top-ranked suggestion. These other suggestions might also be relevant to present to a customer.

In the Context to send Customer Decision Hub together with a request section, click Edit table to specify the contextual information that describes the current customer interaction when a request is sent to Pega Customer Decision Hub. By default, there are a few context variables along with their return values (true/false) in the table. If needed, you can make changes to this table to meet your organization's business requirements.

In the Calculate context payload dialog box, click Submit.

In the Customer Decision Hub application ID field, enter the application ID of the Pega Customer Decision Hub application to be used. Enter default to connect to the default application in the CDH environment.

In the Customer Decision Hub URL field, enter the connection URL for the instance of Customer Decision Hub that you are using.

Click Save for the changes to take effect.

Now, test the business scenario.

A CSR logs into Interaction Portal to handle inquiries.

Steve Smith calls the U+ Bank contact center to make a payment.

The CSR answers the call and asks Steve how he can help him today. After Steve explains his need, the CSR launches Make payment service case and resolves the case for him.

The CSR sees the Standard Card offer in the Suggested actions. He presents the offer to Steve.

Steve is not interested in the offer.

The CSR now presents the next offer available, Rewards card to Steve. While moving away from the current offer, the CSR selects Not interested in Select reason.

Steve is open to consider this offer later. The CSR selects the Maybe later option in Customer decision and clicks Submit.

The CSR clicks Done on the Confirm submission and next steps screen and wraps up the call.

Sara Connor then calls into U+ Bank contact center to change her billing cycle.

The CSR answers the call and verifies the customer. On confirming that the caller is Sara, he asks her how he can help her today.

After learning Sara's requirements, the CSR launches a Change billing cycle service case and resolves the case for her.

The CSR notices a Rewards card offer in the Suggested actions section. He presents the offer to Sara.

Sara is interested in the offer. The CSR selects Accept in Customer decision and clicks Submit.

The customer decision outcomes such as Accept, Not interested, Maybe later, and Not presented are sent to CDH. CDH uses these outcomes as input for determining the future next best actions for customers.

The CSR lands on the Confirm submission and next steps screen. This screen can also be from offer fulfillment Case. The offer fulfillment case type can be extended further, according to business needs.

The CSR clicks Done and wraps up the call.

You have reached the end of this video. You have learned:

• How to suggest offers in Interaction Portal from Customer Decision Hub.