Collections managers can configure payment reminders to bring past-due account to customers attention, and thus encourage customers to make payments. Next-Best-Action decisions recommends relevant reminder action for every customer interaction.
Configure payment reminders in Pega Customer Decision Hub by doing the following steps:
Create an action for payment reminders.Payment reminder action holds various details that can be used by the NBA strategy for making decision.
Create reminder message treatments across different channels.A treatment is the definition of the content that is delivered to a customer as part of an action over a specific communication channel.
Configure the engagement policy.Engagement policies are a set of business rules and practices used by the organization to determine which customers are eligible customers for which next best actions.
Configure the action flow.
- Creating payment reminder actions
Create reminder message treatments across different channels.
- Configuring the action flow for payment reminder actions
Action flows determine the execution path for outbound actions invoked from a next-best-action schedule. As a best practice, a standard flow can be configured to be used as template for payment reminder actions.
- Creating outbound interactions in Customer service application
As a best practice for Collections, it is important to list down all the reminders sent from a Next-Best-Action schedule to be available in Customer service Collections case.
- Configuring SMS and Email treatments for Payment reminders
Use external database or file templates when sending treatment and interaction details to external SMS or email vendors who then can send the information to customers.
- Capturing customer responses to payment reminders
Pega Customer Decision Hub provides standard API to capture responses against the recommended actions. Vendors and call center channel can provide the updates on delivery of treatments (for example, updates such as Wrong number, Call not received, SMS not delivered, Email bounced back). This information helps AI to learn and recommend next channel for future interactions.
- Setting the frequency of payment reminders
The Constraints tab in Next-Best-Action Designer helps you configure customer contact limits across different outbound channels to avoid over-communication with customers repeatedly through the same channels. Constraints settings are applied across all outbound actions invoked through the next-best-action schedule.
- Configuring recurring schedule to run next-best-action for customers in collections
Configure the schedule to support the performance of Next-Best-Action decisioning for audiences who are in collections, in the Channels tab of Next-Best-Action Designer.
- Limiting outbound call recommendations on payment reminders
Use volume constraints to limit the outbound channel constraints in the Channels tab of the Next-Best-Action Designer.