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Showing recommendations in Pega Next-Best-Action Advisor

Suggest edit Updated on September 15, 2020

Use the Recommendations capability in agent-assisted channels, for example, contact centers, to show recommendations to customers.

The following procedure is an example of the recommendation stage of the retention journey for a customer whose long-term contract is coming to an end and is eligible for a multilevel subscription that includes his family members.
  1. Show next best action:
    1. Log in to your customer service portal as a CSR.
    2. Answer a call by clicking Accept.
    3. Identify the customer, and then verify them as a client based on the displayed contact information.
      At this point, Pega Next-Best-Action Advisor requests a response from Pega Customer Decision Hub and shows the recommended next best action to the CSR. For more information, see Architecture of the Pega Next-Best-Action Advisor capabilities.
    4. If the next best action is to retain the customer, in the Next best action section, select Negotiate Retention.
  2. Review the recommendation by analyzing the Recommendations section, as shown in the following figure:
    Details of the Pega Next-Best-Action Advisor Recommendations section
    Part of pega next best action advisor showing the ui elements of
                                the recommendations section.
    A
    List of subscriptions.
    B
    Subscriber badges that tell the CSR whether the subscription is an upgrade.
    The Decision Maker badge indicates the owner of the account.
    C
    Total eligibility count numbers.
    For more information, see "Eligibility counts" in Features of the Pega Next-Best-Action Advisor.
    D
    Monthly cost of current holdings.
    E
    Monthly cost of recommendations.
  3. View the details of the shared recommendation, as shown in the following figure:
    Shared recommendation section
    Part of the pega next best action advisor recommendations section
                                showing the details of shared recommendations.
    1. In the Shared section, expand the recommendations by clicking the arrows.
    2. Optional: If needed, hover over recommendation details to see the full text.
  4. Remove the monthly cost limit to view recommendations without the cost limit:
    1. In the top right corner of the Recommendations section, click Filter by monthly cost.
    2. In the Set monthly cost dialog box, return to the recommended cost by clicking Reset.
    3. Review the updated recommendations.For example: If the monthly cost is set to the recommended $555, the TV plan is back to TV preferred.
  5. On the Shared row, refine your shared recommendation and view more shared recommendations by clicking Recommend.
Result: The Shared needs assessment dialog box is displayed.What to do next: Use the Needs assessment capability. See Assessing needs in Pega Next-Best-Action Advisor.
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