Defining engagement policies to qualify customers for an action based on their interaction with another action

Defining engagement policies to qualify customers for an action based on their interaction with another action

Description	Restrict an action to only be applicable after a customer interacted with another action by using interaction history in engagement policies.
Version as of	8.3
Application	Pega Customer Decision Hub
Capability/Industry Area	Next Best Action

Use case examples

You can use interaction history in engagement policies in the following and similar business scenarios:

• Only customers who have clicked on a mortgage offer are eligible for a credit card offer.
• To qualify customers for a newly introduced action, you need to check whether they have received one of the previous actions.
• If a customer has ignored an offer for a number of times, you can show them another offer.

In this use case, you are looking for the interaction history count on a different action than the one for which you are creating the engagement policy.

For more information, see Pega Customer Decision Hub interaction history data model.

Defining a strategy to check for previous interactions with an action

Create a strategy to determine whether a customer has interacted with an action at least once before, for example, if the customer clicked a mortgage offer.

1. In the Pega Customer Decision Hub portal, click Intelligence > Strategies, and then click Create > Start with new canvas.
2. Enter a descriptive name for the strategy, for example, Engaged with mortgage offers.
   NOTE: The name of the strategy is visible to other users in the condition builder.
3. In the Apply to field, select the Customer class from the Primary Context, for example, PegaCRM-Data-Customer.
4. Click Create and open.
5. Right-click inside the strategy canvas, and then select Enable external input.
6. Add the interaction history summary, data join, and two filter shapes by right-clicking inside the strategy canvas and selecting the following options:
   • Import > Interaction history summary
   • Enrichment > Data join
   • Arbitration > Filter
7. Connect the shapes as shown in the following figure:
   

   Engaged with mortgage offers strategy
8. Double-click the IH summary shape, and then enter a name for that shape, for example, Action Outcomes
9. In the Summary data set field, enter OfferOutcomeCount.
   

   Interaction history summary properties window
10. Click Submit.
11. Double-click the Filter shape that is connected to the IH summary shape, and then enter a name for the filter, for example, Clicked on Mortgage Actions.
12. Open the expression builder by clicking the Gear icon next to the Filter condition field, and then add the following condition to the filter to check whether the customer interacted with an action based on your requirements.
    The expression in the following example counts clicks on mortgage offers:
    

    Filter condition for counting clicks on mortgage offers
13. Click Submit.
14. Double-click the Data join shape, and then in the Name field, enter a name for the shape, for example, Join Mortgage Clicked Count.
15. In the Join source components with section, from the Name drop-down list, select the filter that you configured earlier: Clicked on Mortgage Actions.
16. In the Join when all conditions below are met section, define the following condition: When .pyIssue is equal to .pyIssue
    

    Data join properties window
17. On the Properties mapping tab, define the following mapping: Set .Count equal to .Count
    

    Properties mapping in the data join shape
18. Click Submit.
19. Click the second Filter shape, and then in the Name field, enter a name for the filter, for example, Clicked once or many times.
20. In the Filter condition field, enter the following condition to check whether the customer clicked on the mortgage offer at least once: .Count > 0
    

    Clicked once or many times filter
21. Click Submit.
22. Mark the strategy as relevant by clicking Actions > Mark as relevant record.
    

    Marking the strategy as relevant

Result: The strategy determines whether a customer has clicked on a mortgage action at least once by using two filters. The first filter checks interaction history summary for the count of mortgage clicks. The second filter checks whether that count is greater than zero. If the count is greater than zero the strategy result is true. If the count is zero, the strategy result is false.

For more information, see Creating strategies manually.

Adding a strategy to an engagement policy to qualify customers for another action

Define an eligibility rule in your engagement policy by using your strategy, for example, Engaged with mortgage offers. If a customer has interacted with the mortgage action at least once before, that customer is eligible for another action.

1. In the Pega Customer Decision Hub portal, click Next-Best-Action > Designer > Engagement policy, and then click Edit.
2. In the Eligibility section, click the Add a row + icon, and then specify the following rule:
   Customer <your strategy name> has results for Final output
   NOTE: To qualify a customer for a different action, you need to check whether the strategy has results for the final output for that customer. The strategy has results (within the eligibility rule) only when the strategy result is true (the count of clicks is greater than zero). The strategy has no results (within the eligibility rule) when the strategy result is false (the count is zero).
   

   Engagement policy with an eligibility rule that uses a strategy
3. Click Save.
   For more detailed instructions, see Configuring engagement policies for actions in the Pega Customer Decision Hub User Guide.
   For a video tutorial, see Creating an engagement strategy on Pega Academy.