Cross Sell on the Web
Action : the offers presented to Customer
Single offer on the web or multiple offers can be provided
Customer Engagement policy
Eligibility: Strict rules for customers, as well as legal rules
Applicability: Situation based rules for customers to qualify for an offer
Suitability: Empathetic rules for a customer to qualify for an offer
Avoiding overexposure of Actions:
Contact policy Rules Used
Suppression policies used
Suppression Policy:
It determines when and for how long an action or group of actions should not be shown to a customer.
These suppression rules put an action on hold after a specific number of outcomes are recorded for some or all channels
Contact policy:
it is created in constraint tab and we can add any contact policy to taxonomy.
Action Arbitration(Prioritization):
P x C x A X B
propensity X context weighting X Action Value X Business Levers
propensity : likelihood of a customer to respond positively
context weighting : Situational Context ex: want to close bank account but pega priority action asks to retain customer
Action Value: Financial value of an action & prioritize high Value Actions Over Low Value ones
Business Levers: It allows the business to assert some level of Control over the prioritization of Actions.
Business Weight : you Want to Show offer prior to another, provide business weight in the Action it can be Value of %.
Testing : Testing in here is persona testing which will be done from customer Profile Test Results and Completed in Engagement policy tab persona testing
Cross Sell on the Web Extended based on Cross sell on the Web
Suitability Rule : We Credit Score —→ Use Scorecard —→ Use Set property to get the Score in Decision Strategy
Eligibility Rules : Use Decision table based on risk Segment ——> pxRiskSegment gives the final segment result
Adding More Tracking Time : Contact policies has to be Configured in Decision Strategies as these requirement settings are not available in NBA for this you need to create a new Interaction Summary rule
Testing : Instead of Persona Testing we use simulation in Visual business director.
Customer Contact Limits:
Customer contact limits keep an action from reaching a customer on a specific channel, irrespective of past outcomes with that offer and customer.
Volume Constraint :
Volume constraints limit the volume of actions sent in an outbound run
Suppression policy :
Suppression policies put an action on hold after a specific number of outcomes are recorded for some or all channels
Suitability rules:
Suitability rules are used to define appropriate actions for customers.