Reference module: Essentials of always-on outboundA bank has been running traditional marketing campaigns for many...

To re-implement the bank's traditional marketing campaign using the always-on outbound customer engagement paradigm in Pega, follow these steps:

Understand the Traditional Campaign Requirements:

Day 1: Send an offer email to qualified customers.

Day 3: Send a reminder email to customers who haven't responded to the first email.

Day 7: Send a second reminder to customers who haven't responded to the first two emails.

Set Up Next-Best-Action Designer:

Use the Next-Best-Action Designer to define engagement policies, arbitration, and channels to manage customer interactions.

The always-on approach continuously evaluates customer interactions and selects the best action based on real-time data and AI-driven insights.

Configure the Primary Schedule:

Set up a daily run schedule for the Next-Best-Action strategy. This allows the AI to evaluate customer interactions daily and decide the best action to take.

Leverage AI for Decisioning:

Configure the AI models to determine the best action for each customer based on their interaction history and engagement policies. The AI will automatically handle:

Sending the initial offer email on Day 1.

Sending a reminder email on Day 3 to those who haven't responded.

Sending a second reminder on Day 7 to those who still haven't responded.

Define Engagement Policies:

Eligibility: Define which customers qualify for the offer.

Applicability: Ensure the offer is relevant to the customer.

Suitability: Verify that sending the offer is in the best interest of the customer.

Contact Policies: Set rules to manage the frequency and timing of emails to avoid over-communication.

Implement AI-Driven Actions:

Use the Next-Best-Action strategy framework to select actions (e.g., sending emails) based on the AI model's recommendations.

Configure treatments (email content) and channels (email) within the Next-Best-Action Designer.

Monitor and Adjust:

Continuously monitor the performance of the campaign using Pega's analytics and adjust the strategy as needed to optimize engagement and response rates.

References:

Pega Customer Decision Hub User Guide 8.5: Understanding Next-Best-Action Designer basics, Configuring the Next-Best-Action Designer for Pega Customer Service, Setting constraints contact policy limits and controls​​.