Question
Future Proof AI
US
Last activity: 4 Apr 2022 7:36 EDT
Email Treatment Eligibility in NBA Designer in 8.7
I have an action with 4 email treatments and I am trying to set some eligibility for the 4 email treatments via the NBA Designer.
I have followed the guidance in the following link ( https://docs-previous.pega.com/pega-customer-decision-hub-implementation-guide/87/creating-treatment-eligibility-criteria) by creating a "When rule" and they make the record relevant.
When I am going to the NBA Designer and try to apply eligibility conditions at the treatment level I don't see an option other than Global Eligibility for all treatments. In the Web Treatment we have this option to refer to the "When Rule". My question is where I can apply eligibility conditions for each of the email treatments associated with the action?
I have an action with 4 email treatments and I am trying to set some eligibility for the 4 email treatments via the NBA Designer.
I have followed the guidance in the following link ( https://docs-previous.pega.com/pega-customer-decision-hub-implementation-guide/87/creating-treatment-eligibility-criteria) by creating a "When rule" and they make the record relevant.
When I am going to the NBA Designer and try to apply eligibility conditions at the treatment level I don't see an option other than Global Eligibility for all treatments. In the Web Treatment we have this option to refer to the "When Rule". My question is where I can apply eligibility conditions for each of the email treatments associated with the action?
Email Treatment
Pegasystems Inc.
US
@SilviuStefan , eligibility rules for email are only supported on external email treatments. Are you using internal email treatments?
Also, treatment level eligibility should be used for a limited set of situations. When I see a question like this, where you have 4 treatments and you will have eligibility on each one, that suggests you are likely using the eligibility for targeting purposes, which is a bad practice. Language or channel preference is a good example for treatment eligibility. Using something like, high value customers get treatment A and others get treatment B is a bad practice. In such cases, all treatments should be arbitrated via the internal AI models to identify the target groups that they will work best at treatment level (ie, they should not have eligibility rules driving them).
Future Proof AI
US
@Saleem_A Thanks for the quick reply. I am trying to avoid using treatment eligibility rules unless it's really needed for scenarios like language preference. My question was more about why for internal email treatments we don't have eligibility like we do for the external option?
is Brand a good scenario for the treatment eligibility?for example we have the same action for customers but we have different brands for the product and the email treatment will be different for Brand1 customers versus Brand2 customers?
Updated: 4 Apr 2022 7:36 EDT
Pegasystems Inc.
US
@SilviuStefan The internal eligibility limitation will be removed in version 8.8. The reason for it not being included is technical (for those wondering what that is, internal treatments are represented as Rules, while external treatments and other treatments outside of Email and SMS are represented as Decision Data Records (DDR). Strategies and proposition filters have no direct understanding of Rules and so could not apply such filtering. In version 8.8, Internal email and SMS will have an accompanying DDR record to allow for this eligibility filtering).
Brand might be a good example, but it's strange for 2 brands to have the exact same action. Brands typically measure the success of their engagement at a brand level and so when you have a single action that is the same for 2 actions, it means you will not be able to differentiate and measure the success of that action at brand level without going through some hoops. As such, I'd expect most brands to have different actions and therefore the treatments for each brand to be attached to the brand specific action. If there is no need for brand level measurement, then I could see brand being a good example, but that's a big if.