Suggested next best actions
In Pega Customer Service™, natural language processing (NLP) analyzes the customer conversation and suggests next best actions based on topics that the system identifies in the conversation. For example, a customer calls U+ Bank and says, " I want to change my billing cycle." NLP detects "billing" and "cycle" and suggests any next best actions for which the customer is eligible, such as Rewards card offer, as shown in the following figure:
You configure topics that trigger next best actions in the Voice AI Channel. To associate topics with a next best action, you need to:
- Create next best actions in Pega Customer Decision Hub™.
- Enable the Voice AI Channel to accept next best actions.
- In the Voice AI channel, add topics to trigger next best actions.
- Add keywords to the topic to "feed" the NLP model and help detect the topic.
Next best actions
A next best action is an offer that is based on the needs of the specific customer and the potential value to the business, for example a premium subscription or a new credit card. A suggested offer is shown to the CSR during a customer interaction.
Before you can suggest an offer to the CSR, your organization needs to configure it's engagement strategy and the available offers. Customer Decision Hub uses the next-best-action approach to drive effective customer engagement operations and continuously learns and adapts to every customer in real time, across all channels, including paid and mobile. For example, when the customer says "payment" in an interaction, Customer Decision Hub might suggest a credit card offer to the customer.
You can use Customer Decision Hub to achieve business objectives such as retention, cross-sell/upsell, and negotiation-based selling. The following figure shows the Next-Best-Action Designer, which guides you through the creation of a next-best-action strategy for your business.
For relevant training materials about creating an engagement strategy with Customer Decision Hub, see Using Pega Customer Decision Hub in Pega Customer Service in Pega Academy.
Topic identification with Voice AI and suggested next best actions
To configure a suggested next best action, you add a topic. Topics are categories that Voice AI uses to associate words uttered in a customer conversation with an action. For example, in the Voice AI Channel on the Configuration tab, you add a billing cycle topic to the Suggested Next Best Action section. In the Response topic configuration window, as shown in the following figure, you add or select the associated topic.
You enter keywords that a customer might say when calling about a change to their billing cycle, for example, billing, or cycle. These keywords become part of the topic model for the Channel.
The keywords act as a trigger for Customer Decision Hub. In Customer Decision Hub, you configure the Rewards Card offer to trigger when the system identifies the billing cycle topic from the words said in a customer conversation. During a customer interaction, when the customer utters a keyword, Customer Decision Hub suggests the offer to the CSR.
For relevant training materials about how CDH processes a "trigger" word, see Pega Customer Service and Pega Customer Decision Hub Integration.
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