In a Prioritize component in Pega Customer Decision Hub, the top action is determined based on the propensity value. Propensity refers to the likelihood that a customer will respond positively to a given action. Here’s a detailed explanation:

Definition of Propensity:

Propensity is a score that indicates the probability of a customer taking a desired action, such as accepting an offer or responding to a campaign. It is calculated using predictive models that analyze historical data and customer behavior.

Role in Prioritize Component:

The Prioritize component in a decision strategy uses the propensity values to rank actions. Actions with higher propensity values are given higher priority, ensuring that the most relevant and likely-to-succeed actions are selected for the customer.

Configuration Steps:

Step 1: In the strategy canvas, add a Prioritize component.

Step 2: Configure the component to use the propensity value for ranking actions. This can be done by selecting the appropriate property that holds the propensity score, typically provided by a prediction model.

Step 3: Connect the Prioritize component to other components in the strategy to ensure the highest priority actions are selected and offered to the customer.

Benefits:

Using propensity to determine the top action helps in making data-driven decisions, increasing the chances of customer engagement and improving overall campaign effectiveness.

References:

Pega-Customer-Decision-Hub-User-Guide-85.pdf: "Understanding the Next-Best-Action strategy framework" section.

Pega documentation on "Creating and understanding decision strategies".