Exploring next-best-action in a contact center

3 Tasks

25 mins

Pega Customer Decision Hub '23

Pega Customer Decision Hub 8.8 Pega Customer Decision Hub 8.8

Visible to: All users

Beginner Pega Customer Decision Hub '23 English

Scenario

U+ Bank recently completed a project in its Pega Customer Decision Hub™ application for a contact center where customers who call the contact center receive offers for credit cards. Customers receive offers after Customer Decision Hub weighs the customer needs against business objectives to optimize decisions based on priorities set by the business manager.

A customer, Emily Foster, needs help with her account and clarification about her transaction. She begins an interaction with a customer service representative (CSR) to resolve a dispute transaction issue. After addressing the issue, the CSR presents a next-best-action recommendation to Emily.

Use the following credentials to log in to the exercise system:

Role	User name	Password
CSR	CustomerServiceRepresentative	rules
Decisioning architect	DecisioningArchitect	rules

Your assignment consists of the following tasks:

Task 1: Present a credit card offer

In Pega Customer Service™, simulate and accept a phone call with Emily Foster.

Present the next-best-action recommendation, a credit card offer, to the customer.

Task 2: Observe the customer profile for Emily

Get a clean snapshot of that customer's current state.

Task 3: Review the Next-Best-Action Designer configurations

Review the artifacts in the Customer Decision Hub portal and the configurations created in the Next-Best-Action Designer:

1. The Engagement policy tab of Next-Best-Action Designer, where all engagement policy rules are defined.
2. The set of actions and treatments created for the Credit cards group.
3. The Channels tab of Next-Best-Action Designer.

 

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

• Log In

Challenge Walkthrough

Detailed Tasks

1 Present a credit card offer

1. On the exercise system landing page, click Pega Infinity^TM to log in to Customer Decision Hub.
2. Log in to Pega Customer Service as a customer service representative:
   1. In the User name field, enter CustomerServiceRepresentative.
   2. In the Password field, enter rules.
3. In the header of Customer Service, click Create > Demo Pop – Emily Foster to simulate a phone call with Emily Foster:
   
4. Click Accept to accept the incoming call.
   
5. In the lower-left corner, click the offer displayed.
   
   Note: Due to system initialization, it takes time for the tasks and the offer to display. The top offer you see might not match with the top offer in exercise steps as the offer ranking is different in different exercise systems.

6. Notice the customer qualifies for one more action in the Other suggestion section: Notice the customer qualifies for one more action in the Other suggestion section:
   
7. In the Customer decision section, select Reject.
8. In the Reason for rejection list, select Present next suggestion.
9. Click Submit.
   
10. In the upper-right corner, click the user icon, and then select Log off to log out.
    Note:  When a customer is not interested in the suggested top offer and wants to learn about the next suggestion, selecting Reject > Present next suggestion displays the second top offer to the service representative to present to the customer.

2 Observe the customer profile for Emily

1. Log in to Customer Decision Hub as a Decisioning Architect:
   1. In the User name field, enter DecisioningArchitect.
   2. In the Password field, enter rules.
2. In the upper-right corner, click the Reports icon, and then click Customer Profile Viewer:
   
3. In the Type list, select Customer Name, enter or select Emily Foster, and click View:
   
4. Observe the details on the profile for Emily, such as the Customer ID, Email address, and risk profile:
   
5. On the Overview tab, review the current state of the customer:
   1. In the Demographics section, review the details about Emily that are relevant to the purposes of the business, such as gender, age, and income:
      
   2. In the Customer journeys section, confirm that the message No active journey for this customer is displayed
      
       
      Note: Customer journeys are a sum of the experiences that your customers go through when interacting with your organization. Because the customer is currently not in any journey, the message is displayed.
   3. In the Suppressed actions section, confirm that the action rejected by Emily Foster is displayed:
      
   4. In the Recent interactions section, confirm that Emily received an action and rejected it.
      
       
      Note: In task 1, you logged in as a customer service representative and presented a credit card offer to Emily. The Recent interactions reflect that information.
   5. Click an interaction to open the details.
   6. In the Interaction details dialog box, observe all the details of that interaction such as: Interaction time, Channel, Issue and Group:
      
   7. Close the Interaction details dialog box.

6. In the profile of Emily, click the Next best actions tab, and then set up the details to check the propensity:
   1. In the Direction list, select Inbound.
   2. In the Channel list, select Inbound Call Center.
   3. In the Real-time container list, select Top offers.
   4. Select Show all decision results, and then click Make decision:
      
7. Confirm that Emily was eligible for two credit cards but the one she rejected was filtered out:
   • Standard card
   • Rewards card
     

3 Review the Next-Best-Action Designer configurations

1. In the navigation pane of Customer Decision Hub, click Next-Best-Action > Designer to open Next-Best-Action Designer:
   
2. Click Engagement policy tab:
   
3. In the Business structure area, in the Grow section, click Credit cards issue to view the engagement policy for the group:
   
4. Expand Customer actions tab:
   
5. In the Offers section, review the four actions, as shown in the following image:
   
6. In the Offers section, click Standard card to see the action details:
   
7. On the Standard card action form, click the Treatments tab:
   
8. Verify that the Agent assisted treatment exist for this action:
   
9. Expand the Treatment for call center treatment to see the details:
10. Close the Standard card action.
11. Optional: Verify that each action has at least one defined treatment.
12. In Next-Best-Action Designer, click the Channel tab.
13. Confirm that the Inbound Call Center channel is active:
    

Confirm your work

      

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This Challenge is to practice what you learned in the following Module:

• Next best action in omnichannel environments v3

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Available in the following mission:

• Pega Customer Decision Hub Foundation v7