Identifying the Requirement:

The bank uses Pega Customer Service in its contact center and wants to use CDH to determine the Next-Best-Action when a call is accepted by a service representative.

The task is to determine what pieces of information are used by Pega CDH to determine the Next-Best-Action recommendations.

Evaluating Pega CDH Capabilities:

Pega CDH integrates seamlessly with Pega Customer Service to leverage real-time customer data and contextual information.

The system uses a combination of call context (information specific to the current call) and customer profile (historical and demographic data) to make informed decisions.

Process Overview:

Call Context:

Includes details such as the reason for the call, current issues or inquiries, and any immediate needs or concerns expressed by the customer during the call.

Customer Profile:

Comprises historical interaction data, customer preferences, past purchases, and any predictive analytics that provide insights into customer behavior and needs.

Next-Best-Action Determination:

Pega CDH processes this combined data to generate the most relevant and timely action recommendations for the service representative to offer to the customer.

References and Supporting Documentation:

The Pega Customer Decision Hub User Guide outlines that the system uses both the call context and the customer profile to determine the Next-Best-Action in a contact center environment, ensuring personalized and contextually relevant interactions.

References:

Pega-Customer-Decision-Hub-User-Guide-85.pdf

Pega-Customer-Decision-Hub-User-Guide-86.pdf

Pega-Customer-Decision-Hub-User-Guide-87.pdf