The success of AI-driven action prioritization, such as Pega's Next-Best-Action, is evaluated based on its ability to achieve specific business outcomes. The Offer acceptance rate is a primary metric that directly measures the AI's effectiveness in predicting and prioritizing actions that customers are most likely to find relevant and act upon. A higher acceptance rate indicates the AI is successfully identifying the right offer for the right customer. Similarly, the Customer retention rate is a critical business KPI that measures the long-term success of the engagement strategy. The AI contributes to this by prioritizing retention-focused actions for at-risk customers, and an improvement in this rate demonstrates the AI's positive impact on customer lifetime value.

C. System processing speed: This is an operational performance metric of the technology platform, not a business outcome metric that evaluates the quality or success of the AI's decisions.

D. Outbound communication frequency: This is a volume metric. A successful AI strategy may increase or decrease communication frequency; the goal is to optimize the value and relevance of interactions, not their quantity.

1. Pega Academy, Pega Decisioning Consultant (PEGACPDC24V1) Course: The "Measuring the success of your engagement program" module emphasizes tracking business-oriented Key Performance Indicators (KPIs). It explicitly discusses tracking action-level performance metrics like acceptance rates and linking them to higher-level business objectives such as customer retention. This establishes a direct link between action performance and strategic goals.

2. Pega Customer Decision Hub™ 8.8 User Guide: In the section "Defining your business objectives and KPIs," the documentation guides users to establish KPIs that measure the success of their one-to-one customer engagement. Examples provided include "Increase customer retention by 5%" and "Increase product adoption by 10%." The performance of individual actions, measured by acceptance rates, directly contributes to these strategic KPIs.

3. Pega Documentation, "Value Finder": This tool within Pega Customer Decision Hub is designed to quantify the business value generated by Next-Best-Action strategies. It focuses on measuring the incremental lift in outcomes like conversion rates (acceptance rates) and the financial impact on business goals, including customer retention and lifetime value, thereby confirming these as primary measures of success.