Is there a set of slides or spreadsheets detailing the Engagement model, the Empathy model, and how they map to Actions?
Looking for how we determine the inputs
How we configure these models
How we connect the models
Where I am confused is
the documentation says the purpose is Retention, Servicing, and Nurturing.
What about Lead Gen?
What about Conversion?
How do Empathy Actions relate to these purposes?
the documentation Says the empathy model is Eligibility, then Applicability, then Suitability, but it does not address how those relate to Relevance, Urgency, Preference, and how all of these relate to Retention, Servicing, Nurturing, Lead Gen and Conversion
The Engagement model defines the business goal such as Lead Generation, Conversion, Retention, Servicing, and Nurturing, and each action is aligned to one of these goals. The Empathy model works inside this by filtering actions using Eligibility, Applicability, and Suitability so only valid actions are considered. Relevance, Urgency, and Preference are used as signals to prioritize which eligible action should be shown first. Actions are then connected to the right engagement purpose through business issues and groups in the decision strategy. Lead Gen and Conversion are treated the same way as other purposes but with different rules for targeting and scoring. Overall, Empathy decides what is valid, and Engagement decides why it is being offered to the customer.
The platform does not provide a fixed or exhaustive list of business goals, ratings, or actions because these are fully defined by each organization based on their use cases. Business goals like Lead Generation, Conversion, Retention, Servicing, and Nurturing are standard examples, but more can be added depending on business needs. Eligibility, Applicability, and Suitability are rule-based checks and do not have fixed rating values, they are defined through business conditions. Relevance, Urgency, and Preference are also scoring dimensions that are configured as part of the decision strategy, so their values are not universal. Similarly, the list of actions is completely application-specific and depends on what offers or interactions the business creates in the system.