Defining eligibility, applicability, and suitability rules

You define engagement policies in Next-Best-Action Designer. Engagement policies specify the conditions under which an action or group of actions is available for a customer. Configure these policies in the following categories: eligibility, applicability, and suitability, which represent the true nature of the associated conditions.

This demo shows you how to define engagement policy conditions such as eligibility, applicability, and suitability by using Next-Best-Action Designer.

U+ Bank, a retail bank, has introduced two new credit cards and wants to offer them to customers based on certain criteria.

First, all credit cards are eligible only for existing U+ customers who are at least 18 years old.

In addition, the business wants to ensure that these two new credit cards are available for new customers who do not yet have a credit card.

Last, the business understands that not all credit cards are suitable for everyone.

Because of the credit limits of each card, the business wants to offer the Rewards Card to customers with a credit score higher than 500 and the Rewards Plus Card to customers with a credit score higher than 750.

In the Pega Customer Decision Hub™ portal, you define engagement policies in Next-Best-Action Designer. Engagement policies specify the conditions under which an action or group of actions is available for a customer.

Now, you set up the engagement policies to reflect U+ Bank's requirements. You can define the engagement policies for a specific group within an issue and for individual actions. Edit to configure the engagement policies. Notice that the two actions are displayed in this group.

As a best practice, use one of the following categories to define your engagement policies: Eligibility, Applicability, and Suitability. These categories represent the true nature of the associated conditions.

First, define the group-level eligibility condition to ensure that only customers who are at least 18 years old are considered for the actions.

Then, define the group-level applicability condition so that only customers who currently do not have a credit card qualify for the actions.

If you wish to reuse a specific condition or a set of conditions in the future, there is an option to save them to a library. This feature helps to avoid recreating identical conditions repeatedly. Saved conditions are available on the Intelligence>Engagement policies tab, where you can modify and prepare them for reuse.

The Save to library option is unavailable if the conditions include either strategy Rules or When conditions with parameters. The option is also inactive for eligibility conditions, which include default criteria created with the Use advanced logic option.

Lastly, U+ Bank wants different suitability conditions for individual cards depending on the limit. Because the conditions are specific to each credit card, you must define the suitability condition for each at the action level.

Open the Rewards Card action. This card comes with a certain credit limit. Therefore, U+ Bank believes that this card is only suitable for customers with a credit score higher than 500, even though customers may satisfy the eligibility and applicability conditions. Thus, define the suitability condition accordingly.

Next, open the Rewards Plus Card action. This card has an even higher credit limit than the Rewards card. Thus, this card is suitable for customers with a credit score higher than 750. To complete the configuration, save the changes.

Log in as Troy, a 25-year-old chef who became a customer of U+ Bank three months ago, and his credit score is 600. Notice that the Rewards Card offer is displayed because Troy satisfies all eligibility and applicability conditions. Troy receives this card only because his credit score is higher than 500 but lower than 750.

Now, log in as Barbara, a 40-year-old engineer who became a customer of U+ Bank one month ago; her credit score is 800. Notice that the Rewards Plus Card offer is displayed because Barbara also satisfies all eligibility and applicability conditions. Barbara, on the other hand, receives offers for both cards because her credit score is higher than 750.

You have reached the end of this video. You have learned:

• How to define group-level engagement policy conditions in Next-Best-Action Designer.
• How to define action-level engagement policy conditions.
• How to differentiate between eligibility, applicability, and suitability conditions.