A telecom company is interested in improving customer engagement on social medi
a. However, there are hundreds of relevant messages posted every day, and it is not practical for customer service representatives (CSRs) to review and respond to all messages. Instead, CSRs should focus on negative messages. What do you need to analyze the incoming messages?
A text categorization model is a type of text analytics model that can analyze the incoming messages and assign them to predefined categories, such as positive, negative, or neutral sentiment. This way, CSRs can focus on negative messages that require immediate attention or escalation. Reference: https://academy.pega.com/module/text-analytics/topic/creating-text-categorization-model
To enable an assessment of its reliability, the Adaptive Model produces three outputs: Propensity, Performance and Evidence. The performance of an Adaptive Model that has not collected any evidence is_________.
When an adaptive model has not collected any evidence, its performance is 0.5, which means that it has no predictive power and is equivalent to a random guess. As more evidence is collected, the performance can increase or decrease depending on how well the model predicts customer behavior. Reference: https://academy.pega.com/module/predicting-customer-behavior-using-real-time-data-archived/topic/adaptive-models-overview
You are a company with a new and unique product, and you want to offer it to the right customer.
Give the scenario, which rule type should you use?
You are a company with a new and unique product, and you want to offer it to the right customer. Given the scenario, you should use an adaptive model rule type. An adaptive model rule type allows you to define the predictors and the outcome of the model and associate it with an action. An adaptive model learns from customer responses in real time and predicts the propensity of each customer to accept the action. An adaptive model is suitable for new products or markets where there is no historical data available. Reference: https://community.pega.com/sites/default/files/help_v82/procomhelpmain.htm#rule-/rule-decision-/rule-decision-adaptivemodel/main.htm
When selecting the list of predictors for an adaptive model you should
When selecting the list of predictors for an adaptive model you should consider properties from a wide range of sources. Predictors are properties that influence the customer behavior and can be derived from various sources such as customer profile, interaction history, proposition details, etc. Reference: https://community.pega.com/sites/default/files/help_v82/procomhelpmain.htm#rule-/rule-decision-/rule-decision-adaptivemodel/main.htm
When implementing Next-Best-Action, the Customer Lifetime Value Threshold is typically used to_________.
The Customer Lifetime Value Threshold is typically used to prioritize customers based on their expected long-term value to the business. Customers who have a higher lifetime value than the threshold are considered high-value customers and receive more personalized and relevant offers. Reference: https://academy.pega.com/module/one-one-customer-engagement/topic/next-best-action-designer
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