Next Best Action

Next Best Action (NBA) provides contextual recommendations during live conversations.

Conversation Phases

NBA adapts suggestions based on where the conversation is:

• Opening — greeting, identification, setting expectations
• Discovery — understanding the customer's needs
• Resolution — working toward a solution or outcome
• Closing — wrapping up, confirming next steps

What NBA Suggests

• Behavioral nudges ("Ask about their timeline")
• Technique reminders ("Mirror the customer's language")
• Process steps ("Verify account information before proceeding")
• Risk alerts ("Customer showing signs of frustration — acknowledge before continuing")

Feature Flags

NBA capabilities can be enabled or disabled per project:

• Core NBA suggestions
• Escalation recommendations
• Suggested responses
• Exemplar-based guidance