Support for multilevel customer contexts

Value Finder can now identify well-served customers in multilevel customer contexts. Multilevel decisioning using multiple customer contexts is common in the financial services and communications industries. When run on multilevel customer contexts, Value Finder analyzes actions at the primary context level and at lower levels to determine whether a customer has at least one relevant action.

Customer (primary context) > Account is an example of a multilevel customer context hierarchy. In this case, Value Finder considers actions at both context levels. A loan may be available at the customer level, and a cash bonus at the account level. When a customer receives no actions at either of these levels, Value Finder identifies the customer as being without actions. When there are only low-propensity actions at one or both levels, Value Finder classifies the customer as receiving only irrelevant actions.

For more information, see Improving next-best-action strategies with Value Finder.

Actionable insights for customers without actions

Value Finder identifies and makes recommendations about groups of customers who have no actions after the application of eligibility, suitability, or applicability engagement policies. You also have the ability to pinpoint the conditions that prevent these groups of customers from receiving actions. To engage more customers, you can consider loosening a restrictive engagement policy by examining how many customers do not pass the policy conditions at the group or action level. Add the policy to the value summary, and then review how loosening the policy would increase the number of customers with at least one action. You can add multiple policies to the value summary to investigate their potential for improving customer engagement. You can then download the summary in PDF format and share it with stakeholders.

For more information, see Investigating customers without actions.