Technical Note. Customer Process Manager. 7.1 Release 2. CPM Next Best Action Adapter

Transcription

1 Technical Note Customer Process Manager 7.1 Release 2 CPM Next Best Action Adapter

2 Copyright 2014 Pegasystems Inc., Cambridge, MA All rights reserved. This document describes products and services of Pegasystems Inc. It may contain trade secrets and proprietary information. The document and product are protected by copyright and distributed under licenses restricting their use, copying distribution, or transmittal in any form without prior written authorization of Pegasystems Inc. This document is current as of the date of publication only. Changes in the document may be made from time to time at the discretion of Pegasystems. This document remains the property of Pegasystems and must be returned to it upon request. This document does not imply any commitment to offer or deliver the products or services described. This document may include references to Pegasystems product features that have not been licensed by your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems service consultant. For Pegasystems trademarks and registered trademarks, all rights reserved. Other brand or product names are trademarks of their respective holders. Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or typographical errors. This document or Help System could contain technical inaccuracies or typographical errors. Changes are periodically added to the information herein. Pegasystems Inc. may make improvements and/or changes in the information described herein at any time. This document is the property of: Pegasystems Inc. 101 Main Street Cambridge, MA Phone: (617) Fax: (617) Document: Technical Note for CPM-NBA Adapter Software Version: Customer Process Manager 7.1 Release 2 Updated: February,

3 Contents Introduction... 4 Using the CPM Next Best Action Adapter... 5 Offer Advisor and Offer Negotiator Processes... 5 Get Next Best Action from Next Best Action Marketing... 5 NBAM Offer history in the CPM composite... 6 Installing the CPM Next Best Action Adapter... 7 Install IAC... 7 Install and Configure Customer Process Manager Features... 8 Step 1 - Install the CPM NBAM Adapter RuleSets:... 8 Step 2 - Update your CPM Application... 8 Step 3 - Configure the Adapter... 8 Configure the Remote System... 9 Install and Configure Next Best Action Marketing Application Features Step 1 - Install the CPM NBAM Adapter on NBAM Server Step 2 - Update your NBAM Application Step 3 - Setup Sample Data Step 4 - Map CPM Intent Tasks to NBAM Actions Step 5 - Configure Offer Negotiator to use Grid Controls Appendix 1 - CPM Configuration Details Appenix 2 - Configure CPM Next Best Action Adapter for Banking offers Customer Process Manager Configuration Steps Next Best Action Marketing Application Configuration

4 Introduction The CPM Next Best Action adapter enables Customer Process Manager (CPM) users to leverage the powerful capabilities of Pega s Next Best Action Marketing (NBAM) framework seamlessly within their CPM portal. NBA Marketing can be used with CPM to drive upsell, cross-sell and retention offers, as well as to provide additional guidance to CSR s on the Next Best Action for the current customer and context. The CPM Next Best Action Adapter is designed to make it simple to enable sharing and reuse of capabilities between CPM and Next Best Action Marketing. It provides several key capabilities: The ability to display NBAM Offer Advisor and Offer Negotiator processes as federated cases in the CPM UI. The two applications can share data and the NBAM process UI s have been configured to work seamlessly inside CPM. CPM can request Next Best Action suggestions from NBAM as part of its normal task suggestion processing. This adds precision to CPM task suggestions by leveraging the power of predictive and adaptive analytics. Simple configuration via CPM landing page to enable communication and case sharing between CPM and NBAM. The ability to share data between CPM and NBAM. CPM provides interaction and service case history as a potential data source for NBAM strategies. NBAM provides offer history that can be used in CPM composites. The adapter contains RuleSets that are required to be installed in your Customer Process Manager application and the Next Best Action Marketing application. Note: In order to leverage these features, you must license and install Pegasystems CPM and Next Best Action Marketing frameworks. 4

5 Using the CPM Next Best Action Adapter Once installed and configured, the CPM Next Best Action Adapter is evident in a few places in the CPM UI. Offer Advisor and Offer Negotiator Processes In the interaction driver, you should see options in the General Category for Make Offer (Offer Advisor) and Offer Negotiator. These processes run in CPM as remote cases, but with some minor modifications to the UI. Because the process is run as a remote case, it s executed on the NBAM server but rendered in the CPM UI. The case record is created and stored in the NBAM work database, not in the CPM work database. Note: The UI is optimized for CPM Tabbed Navigation and this will provide the best user experience. Get Next Best Action from Next Best Action Marketing When enabled, CPM will query NBAM for the Next Best Action for the current customer and context. These suggestions will appear alongside CPM task suggestions in the CPM UI and can add additional precision to CPM s suggestions. Suggestions from NBAM can be local service processes from CPM, or service processes such as Offer Advisor that are configured to run in CPM as remote case types. An example of this might be using NBAM to identify whether the current customer is a churn risk and suggesting to the CPM user to run the Offer Advisor or Offer Negotiator process in order to proactively address the churn risk and try to retain the customer. Task suggestions from NBAM will always appear at the top of the suggestions list, and will be displayed with the icon selected on the configuration landing page. Suggestions from NBAM will take precedence if the same suggestion is made by CPM s rules. For example, at the time Address Change is launched, CPM suggests a 5

6 Statement Copy in the sample application. If NBAM makes the same suggestion, the NBAM suggestion and icon will appear at the top of the suggestions area, and the CPM-driven suggestion will not be displayed. NBAM Offer history in the CPM composite As shipped, the CPM adapter overrides the Recent Offers section in the CPM composite with a section that shows offer history from Next Best Action Marketing. This can be used to provide the CSR with insight into the customer s offer history. 6

7 Installing the CPM Next Best Action Adapter Use the following procedure to install and configure the CPM Next Best Action Adapter RuleSet that is included in the ResourceKit directory of your CPM distribution media. This procedure assumes you have successfully installed and tested CPM 7.1 (refer to the CPM installation documentation if necessary) and have installed the Next Best Action Marketing framework. See the NBAM media kit for details. In this document, the NBAM system may be referred to as the remote system and CPM as target system. Install IAC In order to use the adapter you must install and configure Pega s Internet Application Composer. It is recommended that IAC be installed on the target server, in this case the CPM application server. Follow the installation instructions provided with IAC to complete this step. Once the installation is complete, configure a Host connection in IAC with the following settings: Setting Connection Name PRPC Host URL Value NBAA Set to the URL of the NBAM server When finished, test the connection. 7

8 Install and Configure Customer Process Manager Features There are several steps required to enable CPM to use the CPM-NBA Adapter. Step 1 - Install the CPM NBAM Adapter RuleSets: 1. Login into the CPM Developer Portal as casysadmin (password = install) or as an account with administrative privileges. Click on Designer Studio and then select the Import link from the Application > Distribution > Import menu. 2. Click the Browse button and navigate to the ResourceKit directory on your distribution media. Select CPM_NBA_Adapter_for_CPM71R2.jar. Click Upload File. Once the file is successfully uploaded, follow the on-screen instructions to import the rules. Step 2 - Update your CPM Application Add the CPM-NBA-Adapter:07-12 RuleSet to your custom CPM application. It should be placed above the CPM:07- xx RuleSets, but below your custom RuleSets. At least one of your custom rulesets should include a ruleset that includes CPM-NBA-Adapter: as a required ruleset and version in order to save configuration changes. The RuleSet ships with a set of users, an access group and an application that can be used for basic configuration and testing. Username/password: CPMNBASysAdmin/install Access Group: CPMNBASysAdmin Application: CPM-NBA-Adapter Step 3 - Configure the Adapter Launch the Next Best Adapter Configuration landing page (Designer Studio > CPM > Customer Experience> Next Best Action Adapter Configuration. 8

9 Landing Page Configuration Configure the landing page settings to enable CPM to use the NBA Adapter features. Setting Remote System Next Best Action Authentication System URL IAC Gateway URL Value ID of the Remote System rule instance. NBAA is the default. Click the icon to open the rule form and update the configuration. ID of the Authentication Profile rule instance. NBAA_AuthProfile is the default. Click the icon to open the rule form and update the configuration. Read only. Displays the System URL in the Remote System rule instance specified above. Read only. Displays the Gateway URL configured in the Remote System rule instance specified above. Configure the Remote System You must create a remote host profile and an authentication profile that CPM will use to exchange credentials with the remote application. Open the NBAA Remote system rule from the Landing Page and edit the details. 9

10 Setting Gateway URL System URL System ID Application Name Encryption Value Set this to the value of the IAC gateway configured in an earlier step. Set this value to the URL of the NBAM application server. Set this to the host name configured in IAC (NBAA in the example). CPM-PegaNBAM or the name of your NBAM application. Select to support encryption (may leave blank). NOTE: The default host name is NBAA. You may create your host with a different host name if desired. Doing so requires updating of the case type rules for Offer Negotiator and Offer Advisor in order for those service processes to call remote cases on the appropriate hosts. Configure the Authentication Profile 10

11 The authentication profile is used to communicate and exchange credentials with the NBAM server when calling the SOAP service to get suggestions from NBAM. The username used in the profile must have access to the adapter RuleSets in the NBAM application. Open the NBAA_AuthProfile from Landing Page. This is the default authentication profile used for the CPM- NBAAdapter. A sample username and password (CPMNBACSR/install) is included in the adapter RuleSets and can be used during initial configuration. Setting Authentication Scheme User Name Password Realm Host Name Preemptive Authentication Value Select Basic Profile username Profile password Leave this field blank The host name of the NBAM application server Leave this field unchecked. Configure the NBA SOAP Service URL Click on the link NBA SOAP Service URL from the Landing page to configure the Next Best Action Service End Point URL and other settings. 11

12 Setting NBAAServiceEndPointURL Value This is the URL that CPM will use to call NBAM API s, if enabled. This entry should be in the following format: (Next Best Action Service End Point URL) NBAASuggestionsEnabled Set to true to enable Next Best Action suggestions in the CPM Interaction Driver. If selected, CPM will call a SOAP service on the NBAM application when looking for Task Suggestions. You must configure strategies in NBAM to use this feature. (Enable Next Best Action Suggestions) ReloadNBAASuggestions (Continue to check NBA Suggestions) Set to true to configure CPM to ask NBAM for task suggestions continuously throughout an interaction. If left to false, CPM will check for suggestions from NBAM only once at the start of each interaction, but not again during the interaction. Configure CPM and NBA users In order to run NBA cases inside CPM, the same operator ID s must be present in both applications. For example, to run Make Offer using the CACSR operator in CPM, the same CACSR operator must exist on the NBAM application, and that operator s application should include the appropriate adapter rulesets in both the CPM and NBAM applications. 12

13 Install and Configure Next Best Action Marketing Application Features The CPM-NBA Adapter is available for the current GA of NBAM, which as of this writing was a 7.1 version. If you require a different version of the NBA adapter rules, contact your account team. Step 1 - Install the CPM NBAM Adapter on NBAM Server 1. Login into the NBAM Developer as a user with administrative privileges. Click on the Pega button and then select the Import link from the Application > Distribution > Import & Export menu. 2. Click the Browse button and navigate to the ResourceKit directory on your distribution media. Select CPM_NBA_Adapter_for_NBA71.jar. Click Upload File. Once the file is successfully uploaded, follow the onscreen instructions to import the rules. Step 2 - Update your NBAM Application Add the NBA-CPM-Adapter:07-12 RuleSet to your custom NBAM application. It should be placed above the NBAM 07-xx RuleSets, but below your custom RuleSets. The RuleSet ships with a set of users, an access group and an application that can be used for basic configuration. Username/password: CPMNBASysAdmin/install Access Group: CPM-NBA:Administrators Application: CPM-PegaNBAM Step 3 - Setup Sample Data If you want to use the CPM sample customers to test the configuration, you will need to have a common set of sample customers on both CPM and NBAM. CPM sample customers will be automatically populated into NBAM Database when you perform Step 2 mentioned above. 13

14 Step 4 - Map CPM Intent Tasks to NBAM Actions When CPM gets Next Best Action suggestions from NBAM, it also gets metadata on the suggestion that enable CPM to determine which configured Intent Task rule it should execute. To configure the mapping, perform the following: 1. Login to the NBAM Server with a user that has access to the adapter RuleSets (such as CPMNBASysAdmin/install). 2. Navigate to the Manage NBA Actions landing page (Pega > Next Best Action Settings > Settings > Manage NBA Actions). 3. Edit the existing actions or create new ones. The ActionID value should match the CPM Intent Task name. For example, the Offer Advisor intent task rule in CPM is named MakeOffer, and the Offer Negotiator intent task rule is named NegotiateOffer 4. Update the Action ID and Action Class to match the CPM Intent Task name and Associated Class names. This will enable CPM to execute the suggested task correctly. Step 5 - Configure Offer Negotiator to use Grid Controls By default, the Offer Negotiator uses List View rules in its display. These rules will cause JavaScript errors in CPM. Next Best Action Marketing offers an option to change the display to use grid controls instead of list views. To change to use grids, perform the following steps: Navigate to Pega Button > Data Modal > Data Tables > Data Tables. Select Negotiation Groups Data Table and click on the open icon. Change the Group Type on any records that use comparison-list to offer-subgroup and save the record. 14

15 You should now be able to get NBAM default offers in CPM. 15

16 Appendix 1 - CPM Configuration Details Offer Advisor/Offer Negotiator Intent Tasks The CPM-NBAAdapter RuleSet includes CPM Intent Task rules for the NBAM Offer Advisor and Offer Negotiator processes. These intent tasks are configured as remote case types even though the UI is displayed seamlessly in CPM, the actual case and UI is created and rendered by the NBAM application server. The case records for these intent tasks are stored in NBAM, not in CPM s database. To enable these intent tasks to run, you must first add them to the CAWorkClasses map value in your application. The Work Type and class values should be configured as: Work Type OfferAdvisor OfferNegotiator Class PegaCA-Work-OfferAdvisor PegaCA-Work-OfferNegotiator Offer History API Next Best Action Marketing provides an API to enable CPM or other applications to retrieve offer history data for a customer. An example of using this API is shipped with the adapter and is available in the sample application. This is displayed as Recent Offers in the CPM composite in the sample application. To retrieve offer data from NBAM, CPM calls the SOAP service named CPMGetOfferHistoryForCustomer. This service is called automatically when used by the declare page called Declare_CustomerOfferHistoryFromNBAA. Get Next Best Action API In order to get next best action suggestions, CPM references a Connect-SOAP rule called CPMGetNBAForCustomer. This SOAP rule requests the Next Best Action for the current customer from the Next Best Action Marketing framework. Data that is passed by CPM in the SOAP request is mapped from an XML stream rule in the SOAP connector (Rule- Connect-SOAP). The XML Stream rule GetNextBestActionRequest can be updated to pass additional values in the request to the NBAM application. The SessionParam element in the XML stream can be updated in your application and used to pass additional values to NBAM for consideration during Next Best Action processing. 16

17 For example, a Next Best Action decision strategy configured in NBAM might require values from CPM such as the Interaction Goal in order to make a decision. In this case, the property.interactiongoal could be added to the XML stream in the SessionParam element (below Channel) and will be passed to NBAM in the CPMGetNBAForCustomer request. Passing feedback from CPM to the NBAM application CPM passes feedback on Next Best Action suggestions it receives from NBAM in order to improve the accuracy of future suggestions. Feedback is sent during interaction wrap up and is handled automatically by the adapter RuleSets. There are two feedback scenarios that are considered by CPM: If CPM receives and displays a suggestion from NBAM, but the suggestion is ignored by the user (no action taken), there is no feedback sent for the suggestion. If CPM receives and displays a suggestion from NBAM and the CSR executes the suggested task, CPM sends feedback to NBAM that the task was Accepted. It may also be desirable to send negative feedback to NBAM. For example, if the CSR Rejected the suggested task, CPM can be configured to send this feedback to NBAM. This scenario is NOT configured in the adapter as shipped. Feedback is passed using the SOAP connector CPMSuggestionsFeedbackToNBA. This rule allows you to send feedback for multiple suggestions in a single call. Note: Feedback is sent from CPM asynchronously. If the feedback request fails for any reason, CPM will NOT display the failure to the user, or attempt to retry sending feedback again later. Failures will be displayed in the CPM logs. CPM Interaction and Service Process History CPM provides SOAP service API s to enable NBAM or other applications to request offer history for a customer. Offer history data can be used like any other 3 rd party data source by the Next Best Action Marketing framework as part of its decision strategy evaluation. CPMInteractionHistory The CPMInteractionHistory API takes in parameters of ContactId, AccountNumber and number of days (Last N days) and returns XML defined by the XML Stream CPMInteractionHistoryResponse. 17

18 The CPMServiceCasesHistory API takes in parameters of ContactId, AccountNumber and number of days (Last N days) and returns XML defined by the XML Stream CPMServiceCasesHistoryResponse. 18

19 Appenix 2 - Configure CPM Next Best Action Adapter for Banking offers Some additional configurations are required to customize CPM Next Best Action Adapter for banking offers. You do not need this step if you want to use the default NBAM (Telco) Offers. Customer Process Manager Configuration Steps The following steps are required to enable CPM to use the CPM-NBA Adapter for banking offers Step 1- Update your CPM Application Add the CPM-NBA-Adapter-Banking:07-12 RuleSet to your custom CPM application. It should be placed above the CPM-NBA-Adapter:07-12 RuleSet, but below your custom RuleSets. The RuleSet ships with a set of users, an access group and an application that can be used for basic configuration and testing. Username/password: CPMNBABankingSysAdmin/install Access Group: CPMNBABankingSysAdmin Application: CPM-NBA-Adapter-Banking Step 2 - Update the Remote System Update the Application Name if you are using a different Application for banking offers Next Best Action Marketing Application Configuration Step 1 - Install NBA Banking and Update your NBAM Application Login into the NBAM Developer portal as a user with administrative privileges and import the NBA_BANKING_711.jar from the NBAM distribution media Add the NBA-CPM-Adapter-Banking:07-12 RuleSet to your custom NBAM Banking application. It should be placed above the NBA-CPM-Adapter:07-12 RuleSet, but below your custom RuleSets. The RuleSet ships with a set of users, an access group and an application that can be used for basic configuration. 19

20 Username/password: CPMNBABankingSysAdmin /install Access Group: CPM-NBA-Banking:Administrators Application: CPM-NBABanking Step 2 - Setup Sample Data If you use the CPM sample customers to test the configuration, you will need to have CPM customers banking usage data in NBAM Database. You can install CPM customer usage data in the NBAM application by performing the following steps: Connect to NBAM database and execute CUSTOMER_USAGE_CPM_BANKING.sql to create sample CPM customer usage data in NBA. The scripts are located in the CPM media image in the resource kit directory Step 3 - Map CPM Intent Tasks to NBAM Actions 1. Login to the NBAM Server with a user that has access to the adapter RuleSets (such as CPMNBABankingSysAdmin/install). 2. Navigate to the Manage NBA Actions landing page (Pega > Next Best Action Settings > Settings > Manage NBA Actions). 3. Edit the existing actions or create new ones. The ActionID value should match the CPM Intent Task name. For example, the Offer Advisor intent task rule in CPM is named MakeOffer, and the Offer Negotiator intent task rule is named NegotiateOffer 4. Under NBABanking, update the Action ID and Action Class to match the CPM Intent Task name and Associated Class names 20

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