Simulation testing

By running simulation tests in Pega Customer Decision Hub™, you can understand the effect of business changes on your next-best-action strategy framework. The Pega Customer Decision Hub portal offers a large variety of simulations. The simulation capability ranges from simulations that help identify under-served customers to simulation tests that allow you to investigate how an introduction of a new engagement policy might affect actions offered across a segment of customers.

The different types of simulation testing available in Pega Customer Decision Hub are: Value Finder, Audience Simulation, Distribution Test, Ethical Bias, and Scenario Planner.

In the following image, click the + icons to learn more about each of the simulation types.

Simulations are run in a Business Operations Environment (BOE) that is specifically designed to build, simulate and optimize changes. A sample dataset, which includes interaction history and adaptive models from the production environment, is created via a pipeline into the BOE. This dataset is used as the basis for the simulations.

Let’s see how each of these simulations can be used in a business-as-usual use case.

U+, a retail bank, has recently implemented a project in which credit card offers are presented to qualified customers when they log in to the web self-service portal. Now U+ would like to leverage the simulation testing capabilities of Pega Customer Decision Hub to:

• Market credit card offers to qualified customers
• Verify if their engagement policy conditions are presenting offers to customers as expected
• Check the offer distribution and prioritization ranges
• Check if business policies and regulations are being violated
• Show improvements in projected value

Each of these simulation types plays a specific role in a business operating model. This is U+ bank’s operating model. An operating model supports businesses in the planning, development, testing, monitoring, and optimization of changes. The simulation capability can be utilized throughout the lifecycle but has greater significance when run at certain points.

​In the following image, click the + icons to see in which phase of the lifecycle U+ bank can use each of these simulation types.