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Next-Best-Action configuration

Suggest edit Updated on January 19, 2022

The following table describes the data fields contained in the Next-Best-Action configuration section:

Pega Customer Decision Hub
Input FieldOfferData PropertyDescription / Purpose
TransactionalThis option is off by default. Only set the toggle to on if you do not want to apply the usual contact policies to this action, for example, because the action is a regulatory communication which the client must receive regardless of contact policies. For more information about contact policies, see Setting constraints, contact policy limits, and controls.
Apply machine learning to calculate priorityThis option is on by default. Only set the toggle to off if you do not want to automatically calculate the action priority using adaptive model scores, for example, because the action is a regulatory communication and usual priority calculations do not apply. If this option is deactivated, Pega Customer Decision Hub uses the Starting propensity and Business weight values to determine action priority.
Starting evidenceStartingEvidenceThis value indicates how many action responses must be collected from customers before a model is reliable. This field is used in conjunction with Starting Propensity in the adaptive model propensity smoothing formula.
Starting propensityStartingPropensityBefore the adaptive models have enough data to be reliable, this value indicates the default propensity for the action. This field is used in conjunction with Starting Evidence in the adaptive model propensity smoothing formula.
Business weight (+/-)pyWeightAssign weight to the action. The action weight is used by next best action to calculate propensity, according to the settings defined on the Arbitration tab of Next-Best-Action Designer. For more information, see Prioritizing actions based on customer relevance and business priority.
Business valuepyValueAssign a financial value to the action. The action value is used to prioritize actions. You can also configure the Calculate Business Value and Calculate Value Extension strategies to implement custom calculation logic for action values. For more information, see Prioritizing actions based on customer relevance and business priority
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