pega’s innovation lab sneak peak
TRANSCRIPT
Vince Jeffs
Director Product Strategy,
AI & Decisioning
Pega’s Innovation Lab –Sneak Peak
Maarten Keijzer
VP Product Management,
AI & Decisioning
This information is not a commitment, promise or legal obligation made by Pegasystems, including that to deliver any material, code, or functionality. The timing of
the development and release of any features or functionality described about our products remains at our sole discretion. ©2018 Pegasystems Inc.
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LAYER CAKE
SOFTWARE THAT
WRITES YOUR
SOFTWARE
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Decision Hub™
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Information on our roadmap is intended to outline our general product direction and it should not be relied on in making purchasing decisions. The information mentioned regarding potential future enhancements is not a commitment, promise, or legal obligation to deliver any material, code or functionality. Roadmap information should not be incorporated into contracts.
The development, release, and timing of any future features or functionality described for our products remains at our sole discretion.
Nothing contained in these materials is intended to, nor shall have the effect of, creating any warranties or representations from Pega or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of our products.
Performance is based on measurements and projections using standard benchmarks in a controlled environment. Actual performance will vary depending upon many factors, including considerations such as the input / output configuration, the storage configuration, and the workload processed. Therefore, no assurance can be given that an individual user will achieve results similar to any stated here.
I agree
Not so hard on the eyes; random harbor printHard on the eyes; necessary fine print
• You can vote as we connote ! Use your smartphone and go to slid.io
• Our customer engagement storyline. Scene setup
• Innovation sneak peaks #1 to 4 during our story
• Polling results and Q&A
Agenda
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Enhancing Customer Convenience
Daniele is 26, owns a high-mileage CARX connected car, and has
multiple digital devices. She’s a proud but busy mom
• She wakes up today thinking everything is fine with her car
• She checks personal email, usually at lunch & night
• She commutes to work in her car everyday, and so her day starts
there…
Can we improve Daniele’s future?
Sneak Peak #1: Detection Using Deep Learning
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Deep learning detects and triggers an alert to
Danielle warning her of a pending maintenance
issue. How did it do that?
• Key vehicle sensor data is constantly streamed
to the Decision Hub
• Deep learning algorithms are used to learn when
a situation needs attention
• Deep learning fires, and Decision Hub
takes action
Sneak Peak #2: AI Diagnostics for Technician
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Daniele doesn’t ignore this, and asks for help…
• Decision Hub sends Daniele simple explanation, and technical details
to technician of what it’s learned so far
• Decision Hub provides Next-Best-Action to technician to guide and
streamline problem assessment and suggested steps to resolution
• Daniele’s problem is solved …
with streamlined repairs
Sneak Peak #3: Dynamic Email Notification
With our partners Movable Ink & Persado,
we deliver a personalized & dynamic…
“How did we do?” email to Danielle…
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How We Work Together
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Movable Ink & Pega
power testing for all
variants & send results
to Persado for analysis
and best language
learning
Persado generates 16
language variations to
determine best
emotions, symbols,
formatting, CTA and
positioning to engage
your customers
Movable Ink ingests
variations and sets up
test using only 1 HTML
image embed code – no
segmentation required
Movable Ink calls Pega
to get Next-Best-Offer or
Action dynamically, at
the time the email is
opened
Variant
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Per variant performance metrics
Special
Announcement
!
Reward
Yourself!
4.1. 2. 3.
Use Cases in Action: Optimizing Email Engagement
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Act Now
TAKE A LOOK
Clicca qui
Jump on this
awesome chance!
Heroes that Catch
Your Attention
• Combine personalized language
and emotion with intelligent
content to create the most
engaging content that rises
above the noise.
CTAs that Move You
to Take Action
• Generate call-to-actions that
inspire individual action enabling
brands to increase sales and build
powerful long-term relationships.
Subject Lines, Content &
Offers that Increase
Performance
• Use persuasive subject lines that
increase opens while delivering jaw-
dropping intelligent content at the
moment of open.
Integration in Action at CarX…
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Next-Best-Language x Next-Best-Content x Next-Best-Action = $$$$$
Movable Ink
server
Pega Customer
Decision Hub
Movable Ink serves
personalized images
Movable API
call to Pega
API returns
personalized
Next-Best-Offers
Image call is made is to
Movable Ink server
opened
Dynamic email content
Personalized Email for Daniele
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opened
Danielle, We appreciate your loyalty and are so happy we
were able to get you back to normal yesterday.
It’s pretty cool huh that…
From the time of trouble, in just 15 hours you
• Navigated to “Vince Maarten’s CarX Dealership
• Got your oxygen sensor fixed under warranty
• Signed up for our “Thanks To You” program
Can you just take a minute and tell us how well we did?
We’ll reward you with 100 points!
Image specific to Danielle
(car type, demographic,
etc..)
She opened this the day
after her car was fixed
Call to action button
tuned to emotional
language (urgency)
Danielle loves
Specific to what CarX did
for her car
Reward her with points
now that she signed up
Sneak Peak #4: Managing Next Touchpoint
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The next morning, Daniele’s friend, Janet (also proud owner of a CarX)
runs into her (literally) in a parking lot…
• We know Daniele’s car is involved in accident, but no airbag
deployed, and our prediction is it’s cosmetic damage only
• Daniele goes to mobile app & CarX website (looking at service
pages), and Celebrus streams us this data
• And we wait…as our models tell us there is a 95% probability she will
call us within 48 hours
• Again, we proactively work the issue, and we purposely pause
outbound treatments planned
Summary Poll Results
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• Sneak Peek #1 - Detection using deep learning
• Sneak Peek #2 - AI diagnostics for technicians
• Sneak Peek #3 - Dynamic email notifications
• Bonus Sneak Peek (no voting)
• Sneak Peek #4 - Managing Next Touchpoint