When a customer is offered an action they have already accepted, it is typically because the decision

strategy has not been configured to exclude such offers:

Strategy Customization:

Step 1: Ensure that the decision strategy includes logic to filter out actions that the customer has

already accepted.

Step 2: Use customer interaction history to identify previously accepted offers and exclude them

from the list of eligible actions.

Implementation Steps:

Step 1: Add a filter component in the strategy to check the customer’s interaction history for

accepted offers.

Step 2: Configure the filter to exclude any actions that match the accepted offers.

Step 3: Connect this filter to the rest of the strategy to ensure that only new or unaccepted actions

are considered.

Benefits:

Customizing the strategy to exclude previously accepted offers improves customer experience by

preventing redundant or irrelevant offers.

It ensures that customers are always presented with new and relevant opportunities, enhancing

engagement and satisfaction.

Example:

If a customer has already accepted a credit card offer, the strategy should filter out this offer in future

interactions to avoid presenting the same offer again.

Reference:

Pega-Customer-Decision-Hub-User-Guide-85.pdf: "Configuring Next-Best-Action Designer for Pega

Customer Service" section.

Pega documentation on "Creating and understanding decision strategies".