Adaptive-outbound-marketing exercise - negative responses are not captured from the email treatments
Hi All,
I'm doing the following Pega course: https://academy.pega.com/library/82/adaptive-outbound-marketing
And I would like to ask for help because I have an issue with the processing of the negative responses.
So I've followed the instructions and everything works well except the rejected answers. Basically we send out offers via emails and the customer can accept or reject the offer with the help of the ootb pega action buttons. Our strategy rule contains an adaptive model and the model learns from the customer's responses. Very basic setup, you can find more details in the course as needed.
When I run the campaign and click on the accept button in the email then I see that the counter of the positive responses is increased in the model. But when I click on the reject button then I don't see any changes/negative responses in the model.
There is a predefined dataflow if we run it then it uploads some stored customer responses to train our model. This one works well, I mean the negative responses will be captured as well.
Why don't we see the negative response in case of the emails?
Could you please help me out?
Hi All,
I'm doing the following Pega course: https://academy.pega.com/library/82/adaptive-outbound-marketing
And I would like to ask for help because I have an issue with the processing of the negative responses.
So I've followed the instructions and everything works well except the rejected answers. Basically we send out offers via emails and the customer can accept or reject the offer with the help of the ootb pega action buttons. Our strategy rule contains an adaptive model and the model learns from the customer's responses. Very basic setup, you can find more details in the course as needed.
When I run the campaign and click on the accept button in the email then I see that the counter of the positive responses is increased in the model. But when I click on the reject button then I don't see any changes/negative responses in the model.
There is a predefined dataflow if we run it then it uploads some stored customer responses to train our model. This one works well, I mean the negative responses will be captured as well.
Why don't we see the negative response in case of the emails?
Could you please help me out?
I'm trying to debug this issue, I've already traced the related HTTP service rule which captures the responses from the email, it seems ok. As far as I see the "learning process" of the adaptive model is done by different data flows but I need to dig more into that.
Pegasystems Inc.
IN
Does your Offer (now called Actions) flows have the configuration to handle responses recieved and the appropriate paths for postive and Negative results?
Saltech Consulting
DE
Yes, actually in the course there is a predefined application as a starting point and these parts are already implemented. I've checked the configuration, it seems ok for me(SendEmail shape + Response Received flow action + Status update shapes with the proper configuration values) and I've just checked that the negative response is also captured in the Interaction History. Actualy after clicking on the reject link I can find three new records in the IH (with the following outcomes: Rejected, Clicked, Impression). So this part works well but after that my adaptive model doesn't recognize this rejected response. (i.e on the Configure -> Decision -> Model Management landing page the value of the related negatives column doesn't change, in case of a positive response the value in the related positives column will be increased)
Updated: 22 Dec 2020 3:39 EST
Pegasystems Inc.
NL
Hi Attila
In Pega Marketing version 8.2, this is a known issue. For the purpose of this exercise system, a temporary solution is to set the dynamic system setting decision/adm/useModelExecutions to false (it's set to true in the exercise system).
You should then see that the adaptive models start learning on the negative responses.
If you need an official solution for your production system, then please raise a ticket with Pega Support.
Regards Guru
Saltech Consulting
DE
Hi Guru,
Thank you very much, I've just done my quick test and now it's working well:)
If you have time then could you please give some explanation and background information about this DSS? What does it do, how does it work?
Yesterday I did some tests and I noticed that only the "Clicked" events were processed. In my email treatment the tracking was enabled and in the adaptive model "Clicked" was defined as a positive outcome. So basically this is why the number of positive responses has been changed. I mean if I have only the "Accepted" value in the positive outcome column then without the above-mentioned DSS change it doesn't work. As far as I saw, finally, all of the responses are stored in the pxAdaptiveAnalytics data set. But I couldn't find the difference.
Unfortunately, the debugging is not so easy because of the data flows and I haven't found any documentation about that. I mean how this process is implemented in the background. Regarding this DSS I've found only one post but that one is related to a volume constraint issue.
Btw, in the meantime, I reproduced this error in Pega Marketing 8.4 as well but this DSS solved it. I've already raised a ticket for the official solution as you suggested.
Thanks,
Attila
Pegasystems Inc.
NL
Hi all,
It's important that the Dynamic System Setting decision/adm/useModelExecutions should always be set to true. If you experience any differences in the updating of adaptive models when upgrading from an earlier version to Pega Platform version 8.2 or onwards, check that you're on the latest patch version and if you still experience issues please contact Pega Support.
See also:
Thanks,
Ivar (Product Manager)