Customize the Next Best Action Section of the Agent Console (Managed Package)

In Multiplay Subscription Management, use Einstein Discovery and Tableau CRM to analyze subscriber data and calculate a churn score. The churn score indicates how likely it is that a subscriber will terminate their subscription in the next three months.

This feature is part of the Communications Cloud managed package.

A subscriber's churn score is is based on usage trends, service-related issues registered in cases, and other factors such as Customer Lifetime Value. The likelihood to churn is calculated by analyzing the subscription and some account factors. A high churn score indicates a higher likelihood of a subscriber terminating their subscription.

Knowing the churn score for a subscriber helps customer service agents to take steps to improve the customer experience and increase customer retention.

The Next Best Action section on the agent console is implemented by using a Lightning widget. This section is displayed on the agent console when an action is recommended for the subscriber in the current interaction. If no action is recommended, this section isn't displayed. Also see Einstein Next Best Actions Considerations.

In your Multiplay Subscription Management org, several churn score thresholds or ranges are preconfigured in SFI-NBARecommendationStrategy. The next best action recommendation is displayed only for subscribers who meet one or more of the configured conditions.

The next best action strategy considers the following values to determine whether to make a recommendation:

• Churn score: Next best action recommendations are selected based on the churn score. For example, in your strategy, you might decide that for a churn score lower than 20, a lock-in add-on product should be recommended, while for a churn score higher than 60, a discounted retention top-up product should be recommended.

• Last 30 Days Usage GB: This value indicates the subscriber's usage pattern. It is the accumulation of all data usage as reported by the associated online charging system. This value is used to filter and select the most suitable product to offer as a next best action recommendation.

• Last 30 Days Data Spend: This value indicates the subscriber's expenditure pattern. It is the accumulation of prepaid data services consumed by the subscriber, expressed in currency. This value is also used to filter and select the most suitable product to offer as a next best action recommendation.

The values for the churn score, data usage, and data spend are calculated by Einstein Discovery whenever an agent starts a customer interaction in the agent console. These values are stored in custom fields on the subscription record.

Based on the churn score and the data usage and spend pattern, the next best action strategy recommends products from the specified product catalog. Products that are configured for next best action recommendations usually have a discounted price or are configured to enhance the benefit to the subscriber (for example, a longer term or a higher usage entitlement). To keep product administration simple, these products are managed in a separate product catalog.

The next best action strategy could return multiple recommended products for a given set of conditions, based on the products in the product catalog that meet the search criteria. However, by default, the Next Best Action section in the agent console is configured to show only the top search result returned.

Recommendation records are used by the next best action strategy to show the recommended products. Recommendation records form a link between recommendation products and the strategy. They specify the product description that is shown in the Next Best Action section and they also control the labels that are shown to accept or decline the recommendation.

To customize the next best action recommendations:

• Customize the Number of Recommendations Shown (Managed Package)
  When a subscriber's criteria match the criteria set to fetch next best action recommendations, all the products that match the search criteria are fetched. The results are listed according to their relevance, as determined by Einstein Discovery. Based on your requirements, you can specify how many results should be displayed in the Next Best Action section of the agent console.
• Customize the Labels and Descriptions Shown in the Next Best Action Section on the Agent Console (Managed Package)
  When the Next Best Action section on the agent console shows a recommendation, the text description of the recommended product is pulled from the product catalog. This description is available to agents as they describe the product to the subscriber. You can edit this description to make it more informative for agents.
• Customize the Action Performed By Accepting a Recommendation (Managed Package)
  Accepting a recommendation in the Next Best Action section is associated with an action that is configured in the recommendation record. By default, these actions are set up to launch a Lightning Component that performs the recommended top-up or add-on workflow. You can customize the action that's performed when an agent clicks the button to accept a recommendation.
• Customize the Criteria for Recommending Next Best Action (Managed Package)
  The secret sauce of next best action recommendations is the strategy. A strategy is a process automation flow that holds all the decision points, criteria, and values for determining whether retention or lock-in products are recommended for a subscriber. Based on the values you provide in the strategy, the strategy returns a list of products that match the specified search criteria. The strategy ensures that the best products are returned for a given subscriber's usage patterns.
• Sample Strategies for Next Best Action Recommendations (Managed Package)
  In Multiplay Subscription Management, a strategy called SFI-NBARecommendationStrategy is used to search for and display the recommended products in the Next Best Action section of the agent console. Here's an overview of the rules that are implemented by this strategy along with suggestions for setting up new rules.
• Guidelines for Adding Products for Next Best Action Recommendations (Managed Package)
  You can add products that you want to offer as next best action recommendations. While a few sample products are provided in your Multiplay Subscription Management org by default, the products that you add as recommendations can be defined as per your own business requirements. Here are some suggestions and guidelines to consider when you add products to be used as recommendations in the Next Best Action section.