Enterprises need to deliver personalized and relevant next best actions to improve customer experiences. But when touch points use stale customer information, they miss the mark by either not taking into account contextual behavior – critical insights into what the customer is doing at that moment – or by failing to factor in feedback which would have led to better decisions.
Pega Adaptive Decision Manager (ADM) leverages contextual information and combines it with existing knowledge. Unified with Pega applications, ADM listens to each action, records whether the outcome was acceptable, and then immediately adjusts based on the responder’s attributes. It keeps a core set of outcome statistics and attributes, which it then uses to adjust the probability scores for a specific responder for a specific action. Over time, and with enough responders, the model confidently converges on the optimal ranking of each customer’s actions. ADM doesn’t require arduous data collection, expert model builders, and complex model calibration because it’s all done automatically.
Research and Insights