Limiting outbound action volume is a key strategy in Pega Customer Decision Hub to prevent customer fatigue and improve the customer experience. By setting constraints, the system is forced to arbitrate and prioritize, selecting only the most relevant, high-propensity actions for each customer. This ensures that the communications customers receive are personalized and valuable, which directly increases the likelihood of positive engagement and strengthens the customer relationship. It shifts the focus from communication quantity to communication quality.

A. By increasing campaign budgets: Limiting outbound volume is a strategy to optimize communication effectiveness and improve ROI, not a tactic related to increasing budgets.

C. By automating all outbound processes: While Pega automates processes, limiting volume is a specific control within that automation. The engagement improvement comes from the increased relevance of the messages, not automation itself.

D. By reducing customer interactions: The primary goal is not simply to reduce interactions, but to eliminate low-value or irrelevant ones. The reduction in quantity is a means to improve the quality and impact of the remaining interactions.

1. Pega Academy | Pega Decisioning Consultant (24) | Controlling the Conversation: This module explains that business controls, such as volume constraints and contact policies, are implemented to "protect the customer experience." By limiting the number of actions, the Next-Best-Action strategy ensures that only the most appropriate and relevant messages are delivered, thus avoiding customer over-saturation and improving engagement.

2. Pega Customer Decision Hub™ (24.1) Documentation | Configuring volume constraints: "Volume constraints allow you to control the number of actions that are sent out to customers. By limiting the number of outbound communications, you can ensure that you only send out the most relevant actions, which improves customer experience and helps to avoid customer fatigue." This directly links limiting volume to sending more relevant actions to improve the customer experience.