Using Real time event directly in inbound channel
Hi,
We have an use case where if customer is going to FAQ->Leave ABC company FAQ page then I should show some retension offer at start page as soon as customer moves on to start page in web portal.
As a solution I am thinking,
FAQ page will publishes data needed by Pega on a dedicated topic/stream->.Streaming services in Pega connects to the topic/stream and reads the data and put the data in CAR(Using Real time Dataflow)->Pega Customer Decision Hub uses the new data in Eligibility condition in order to decide what should be offered to the customer->Context weight(Based on event type) will prioritize the retention offer-> Use realtime container to show the offer.
I have 2 question:
1. Is my approach right?
2. Can I use real time event directly in start page to show the retention offer(Real time event will be mapped to retention issue/all group in NBAD)?
Victor
Pegasystems Inc.
US
If the fact that they went to the page is added to the xCar profile then I don't think there is a need to define Context weights based on the EventType. You would define Engagement policy criteria which uses this xCar condition for eligibility and upweight this Action to ensure it is presented on the next Container call. Otherwise, an event is typically used to initiate an outbound action.
Updated: 20 Jul 2021 8:48 EDT
Cognizant Technology solution
US
Thanks @SethRobinson.
1. Can I directly call Real time event from inbound channel to show NBAs like the way we do for real time container
2. Is there any ways to link real time container with realtime event? Like in case when ever an events occure(like clicking on a product) i wanted to show NBA in the same page related to same product?
3. Is their any training material available on how Real Time events are executed?
Victor
Pegasystems Inc.
US
Starting in 8.6, you could use the aggregate stream services provided by Customer Profile Designer (CPD) to send the fact that a customer has clicked or hovered over an area of the web page. CPD would then process this fact and add it as an aggregate to the customer profile which could then be used in Engagement Policies.
Otherwise, you could use a Container REST call and add Contextual info in the form of key/value pair values, ie "CurrentPage":"CreditCard".
Here are some links to videos and articles which may be helpful
https://academy.pega.com/topic/real-time-containers/v1
https://academy.pega.com/challenge/creating-real-time-container/v3