Pega launches AI solution for finding the optimal customer journey

Pegasystems launches Next-Best-Action Customer Journeys. The solution measures every event in the customer journey, provides insight into the effectiveness of touchpoints and leverages AI to optimize customer acquisition and retention.

Next-Best-Action Customer Journeys includes automation to measure the effectiveness of each step in a customer journey. For example, that journey starts from the moment a potential customer stumbles upon a company website. The solution makes it possible to link the event to one or more actions. Think of starting a chatbot conversation or recommending a specific website page. A customer’s response to such actions is automatically recorded. This makes it possible to test different actions and to find and map out the most effective path.

AI at the base

Finding this optimal path is supported with AI. Next-Best-Action Customer Journeys accepts and processes all relevant customer data to identify the cause of a response to an event. The AI ​​suggests more effective responses to keep potential and existing customers on a desired path. This makes it possible, for example, to find the perfect moments to approach a lead with a sales proposal.

Next-Best-Action Customer Journeys is part of Pega Customer Decision Hub, the overarching software solution. The Decision Hub has been making it possible to measure and optimize customer journeys for some time now. The added value of the now introduced Next-Best-Action Customer Journey is AI. Finding an optimal journey is less dependent on time-intensive, manual testing.