Creating treatments using Pega GenAI

This video shows you how to create a treatment in 1:1 Operations Manager, using Pega GenAI features. 

A treatment represents a message to be communicated to a customer. With Pega GenAI, designing persuasive web and e-mail treatments becomes easier and more efficient. 

To enable the image generation functionality, you must configure your own generative AI image provider and set a provider key. Without this key, the application will not generate images. 

U+Bank plans to announce a new, Travel Rewards card offer to its customers, through web and e-mail channels. From the Create menu, click Action. Select the Action type from the list. Enter a name and description, and select the completion date.

In the Plan stage of the change request completion process, you can define the attributes, availability, engagement policies, and treatments.

In the Define attributes section, enter the name and description for the new action and select the appropriate Business issue and Group. 

Now, either provide details about your action's purpose by clicking Write summary or click Generate summary to upload the marketing brief file to generate the Marketing Summary. The Marketing Summary gathers high-level business information that defines the change and its purpose, including:  

• Action name, Business Issue, and Business Group 

• Campaign name and campaign code 

• Marketing objective and strategy 

• High-level description of the intended customer interaction 

Continue with defining availability, engagement policies, and treatments.  

In the Define treatment stage, two treatment creation windows are open: e-mail and web. In this case, these treatment types are predefined because you selected the Sales action type at the beginning of the process.

The Pega GenAI feature is available in both, web and e-mail treatment creation windows, after you click the purple Polaris icon.

When creating an email treatment, Pega GenAI assists in generating a message to a customer, based on the provided input details. 

In the Configure AI window, select the Brand voice and one of seven Cialdini's Principles of Influence to specify the aim of the message.  

Depending on the selected principle, the generated message will be authoritative, empathetic, or focused on the scarcity of a particular offer.  

Finally, include any additional instructions to clearly outline the specific elements you would like to emphasize in the treatment.  

Before generating the e-mail, click on the Preview prompt button, to view the instructions and the details used by Pega GenAI to generate the final message. 

After clicking Generate, Pega GenAI creates a formal e-mail within seconds. You can review the generated content and make updates if necessary.

Each part of the message, such as the Subject line, the Headline, the Offer and the message, can be re-generated or edited separately.  

The other elements of the e-mail treatment, for example Name, Availability and Business weight must be set manually. 

For the web treatment, which is the visual presentation of the offer on the website, Pega GenAI can generate an image that matches the offer, based on the given details. You can select the Brand voice and Principle, write the description in natural language and click Generate to see the AI-generated image. If the image does not meet the business requirements, you can regenerate it by clicking the Polaris icon and then clicking Configure. In the Configure AI window, you can write a new description and generate a new image. 

Set the remaining treatment elements manually and Finish the task.  

After you successfully create the change request as a Business User, log in as a Team Lead to prioritize the change request. 

The next step is to complete the action build task. You log in as an NBA Specialist and check for tasks related to the New, Travel card offer.

Assign the tasks to yourself and complete them one by one.  

Finalize the first task by submitting the action details. Then complete the second task without adding a journey stage or engagement policies.  

In the Design web treatment task, review the details of the treatment. As an NBA Specialist, you can also regenerate the image using the Pega GenAI feature if it doesn’t meet business requirements. AI-generated images can be used as inspiration. However, the final decision about the content rests with the operations team.  

In the Design e-mail treatment task, review the details of the treatment and if needed, regenerate them using Pega GenAI. As an NBA Specialist, you must also complete the Destination field. Select Email output template from the dropdown list and then complete the task. 

Business user and NBA Specialist, both have the right to use Pega GenAI capabilities and the Team Lead can review the contents created by Pega GenAI and approve it. It ensures that a chain of people checks the content generated by the AI.  

Following the submission of updates by the NBA Specialist, log in again as a Team Lead to approve the updates and promote them for deployment. 

The final step in the process is for the Operations Manager to deploy the changes to production. 

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

• How to streamline the process of creating treatments using Pega GenAI features. 

• The benefits of using Pega GenAI features.