Persona creation simplified

This video shows the process of persona generation using Pega GenAI.

A persona is a profile of a fictitious person, representing a group of customers with similar attributes. The dedicated space for creating, updating, and managing the Personas and Channel Contexts in Customer Decision Hub is the Persona Management landing page.

With Pega GenAI, creating personas is effortless and efficient. When creating a new persona, you can describe the characteristics you want to include in natural language. It will allow you to create a diverse set of personas quickly that accurately represent your target audience.

For example, you can create a mature, low-debt, financially invulnerable customer who lives in New York. The system generates the customer data based on these details, and the remaining properties are randomly filled and can be updated if necessary.

With the newly created Persona and Channel Context, you can test the next best actions. The objective is to identify any actions that were filtered out for the Young High Risk Financially Vulnerable Persona and understand the reason.

In the action results table, you can observe that two out of four credit cards were filtered out. You can explore the reasons for this decision by using the 'Filtering by feature' option.

Pega GenAI also offers AI Insight, a summary of the tested configuration. This provides a clear explanation of the candidate offers for the Persona and the reasons why some actions were filtered out. By clicking on the Polaris icon for each row in the Results column, you can access an explanation of the action results in the Action results explanation window, specific to the action.

You have reached the end of this video. What did it show you?

• How to use Pega GenAI for persona creation.
• How to test next best actions using Personas.
• How AI insights are generated using Pega GenAI.