1.0 - How Customer Profile Data Influences Decisioning - Vantage Customer Experience

Vantage Customer Experience User Guide

prodname
Vantage Customer Experience
vrm_release
1.0
category
User Guide
featnum
B035-3800-099K
Because customer profile data is used in the Vantage CX decisioning process, it is useful to understand these concepts:
  • If the data for a customer is dynamic and changes frequently, it is recommended that the Load profile data for every targeted message or send stat request flag be checked. This ensures that the most current information is being fetched (as related to the Attribute setting) during a customer interaction. If the flag is not checked, then at the start of the customer interaction, the data is loaded and used for the duration of the session.
  • If the Channel definition screen Load profile data for every targeted message or send stat request checkbox is checked at the time a customer interaction starts, the application collects information from the profile source every time a targeted message or API (GTM and SENDDATA) is called. For more information about APIs, see Vantage Customer Experience API Guide.

It is critical to understand that the processing order of precedence applies to a single API call, and it applies only to the customization layer triggered within that call or Customer Profile/TPP triggered within the call.

If another call is issued without the payload attribute value but with the value loaded from the Customer Profile, then that Customer Profile value becomes Current and takes precedence over any payload value of previous API calls.

Customer profile values are processed in this order of precedence:
  • APIs
  • Customization layer
  • All profiles or TPP (in the case of overriding values coming from different sources in the SAME GTM/SendData call)

Check the Load profile data for every targeted message or send stat request checkbox to make sure that the most recent data is collected, and that data overwrites previous data.

The decision engine determines which messages to present to customers. The workflow includes rules, arbitration, strategy, and maximum/minimum thresholds.