Configuring payment plans

This demonstration shows you how to configure a payment plan along with the automatic calculation of the installment amounts.

U+Bank, a retail bank, wants its CSRs to offer a new payment plan to customers who are in collections. A Decision Architect at U+Bank needs to configure the payment plan to spread the customers' default into two equal installments.

To implement this business requirement, log in to Pega Customer Decision Hub™ as a Decisioning Architect. You can create a new payment plan action by using Next-Best-Action-Designer. To do so, click Next-Best-Action > Designer.

In Next-Best-Action Designer, click the Engagement policy tab. On the Engagement policy tab, in the Business structure area, in the Collections business issue, select the Pay Off Debt business group, and then click Edit. Expand the Account actions section. In the Actions section, click More > Create action. In the Action Record Configuration section, in the text box, enter Two payments, and then click Create and open.

In the Edit Action window, on the Details tab, in the Description field, enter Pay in two equal installments. In the Benefits field, enter Bring account current in two equal installments and avoid additional fees. In the Custom Attributes section, enter the following properties:

1. In the CommissionPercentage field, enter 3.
2. In the Frequency field, enter BI-WEEKLY.
3. In the NumberOfPayments field, enter 2.
   

To make the newly created action available to the CSR in the Interaction Portal, you need to add an agent-assisted treatment. Click the Treatments tab, and then click Add channel > Agent assisted. In the Configure Agent Assisted Treatment dialog box, in the Agent Assisted Inbound section, click the Add icon, and then click Apply. Click Save to create the Two equal payments action.

Now that you created the respective action, it is time to configure the NBA_Collections_PayOffDebt_Account_Ext strategy so that it automatically calculates the amount that the customer needs to pay for each installment.

In the navigation pane of Customer Decision Hub, click Intelligence > Strategies. On the Strategies landing page, in the Search field, enter NBA_Collections_PayOffDebt_Account_Ext and then click View. In the search results, in the NBA_Collections_PayOffDebt_Account_Ext row, click Actions > Open Canvas.

On the Strategy configuration page, click Check out. On the Strategy canvas, double-click the Best Result decision data shape. In the Set property properties dialog box, in the Define action, target, and source section, click Add item. In the action configuration row, in the Target field, enter or select .Amount. In the Source column, click the Build an expression icon. In the expression builder, enter:
@if(.Frequency=="BI-WEEKLY",@divide(Account.DelinquencyAmount,2),Account.DelinquencyAmount).

This expression looks at the Frequency property of the chosen action, and if the value of the property is BI-WEEKLY, it divides the delinquency amount into two separate installments.

Click Submit twice, and then click Check in. In the Check In dialog box, in the Check-in comments field, enter Dynamic payment plan calculation configured. Click Save, and then log out of Customer Decision Hub.

Now that you configured the Two payments action and the dynamic payment amount calculation, verify whether you can suggest the new payment plan to a customer who is in collections. To do so, log in to the Pega Customer Service™ application as a CSR, Alex Whitaker. In the header of the Customer Service application, click New > Demo Interactions > Collections > Demo Card Coll – Williams to launch the customer interaction. In the Incoming call window, click Accept to initiate the customer interaction. Click Add task > Schedule payment plan. In the Schedule payment plan section, in the Payment plan menu, select the newly created Two payments plan.

You have reached the end of this demonstration.