Decision Management overview

Decision management is a capability of Pega Platform that provides technology for decision-making. It is ideal for organizations that want to make intelligent, automated decisions in customer service and process automation. For example, in customer service, you can use decisioning to suggest the most relevant set of Tasks to a call center agent who is speaking with a customer, or you can use decisioning as part of Pega Customer Decision Hub™ to decide what the next best offer to talk to the customer about. In process automation, you can use analytics to route the Cases to the right service agent based on the agent's skills and past performance in handling similar Cases.

Organizations can also use decision management in the context of credit risk to create strategies and Rules that help determine a customer's creditworthiness. For example, a scorecard can calculate a customer's credit score based on various factors. A decision strategy can apply this score to segment customers into different risk categories. Key features of decision management include:

• Data Sets: Use Data Sets to configure the data sources for storing your customer and analytical data. Data Sets define collections of records and the means to write and read the data used in your decision strategies.
• Data Flows: Use Data Flows to ingest, process, and move data from one or more sources to one or more destinations. They are scalable and resilient data pipelines.
• Event strategies: Use event strategies so that your application can detect meaningful patterns in the real-time flow of events and react to them in a timely manner.
• Decision strategies: Use decision strategies to create comprehensive decision strategies to improve customer experience across all channels and deploy intelligent processes based on real-time, actionable insight into operational and behavioral data.
• Predictions: Use Predictions help to make better decisions by predicting outcomes related to customer behavior and Case Management. For example, you can determine the likelihood of a customer clicking a banner with an offer, the probability of churn, or the chances of successful Case completion.
• Adaptive and predictive analytics: Use Adaptive and predictive analytics use self-learning Adaptive and Predictive Models that use Pega Platform machine learning features or import Predictive Models developed in other tools.
• Natural language processing: Use NLP to analyze and extract meaningful information from large volumes of text with Text Analytics features.
• Interaction History: Use the Interaction History to record of how customers responded to the propositions that you presented to them. Interaction History can act as an input for Adaptive Models or to configure contact policies in Pega Customer Decision Hub.

Decision management in Pega Platform can apply across various domains in different Pega products:

• Pega Customer Decision Hub: Pega Customer Decision Hub is a comprehensive customer engagement automation solution that optimizes customer lifetime value by providing an "always-on brain" for your business. It unifies data, analytics, and Channels into a single, connected experience to predict customer needs in real-time and deliver hyper-personalized next best actions. It uses a unique combination of predictive and adaptive analytics, real-time decisioning, and business process management to meet your business needs.
• Pega Customer Service™: Pega Customer Service is an application that provides a rich set of features designed to enhance the customer experience, improve user productivity, and increase customer satisfaction. It uses the low-code Pega Platform for workflow automation and AI-powered decisioning to provide a seamless customer experience across all interaction channels. It also offers industry-specific interfaces for financial services, healthcare, insurance, and communication, among others.
• Pega Sales Automation™: Pega Sales Automation is a software application that optimizes sales performance, anticipates customer needs, and simplifies the core sales process. It provides intelligent, real-time sales guidance, process automation from lead to fulfillment, and the agility to quickly adapt existing sales processes to keep up with changes in the market. It also offers features such as AI-guided selling, email and calendar integration, sales process management, reporting and forecasting, mobility and collaboration, and the ability to build and customize applications quickly.
• Pega Process AI™: Pega Process AI uses the industry-leading intelligence engine to bring process optimization to the intelligent automation market. It allows you to deploy powerful AI-driven applications that use predictive analytics, decision management, natural language processing, and event processing. Key features of Pega Process AI include AI-driven decisions, event processing, fast time-to-value, model operations, and AI governance. It allows you to deploy AI models to predict business outcomes rapidly, get recommendations on what to do next, and deliver the best action across competing factors. It supports real-time event processing to help you make intelligent decisions on events as they occur.
• Pega Credit Risk Decisioning™: Pega Credit Risk Decisioning is a powerful tool that leverages Pega's decision management capabilities to evaluate and manage credit risk. It uses AI-driven strategies to categorize and rank customers based on their credit risk. Pega Credit Risk Decisioning is particularly useful for the banking sector and financial institutions, as it enables them to quickly and efficiently process credit applications using the sophisticated technology provided by the Pega Platform. With Pega Credit Risk Decisioning, organizations can make more informed and accurate credit decisions, improve their risk management processes, and enhance customer engagement.