Understanding Engagement Policies: Pega Customer Decision Hub uses engagement policies like eligibility, applicability, and suitability to determine if an action should be presented to a customer.
Eligibility Criteria: These criteria define whether a customer qualifies for an action.
Bank's Requirement: U+ Bank wants to avoid offering a mortgage refinance option to customers who have less than 5% left on their loan.
Best Fit: The eligibility policy best suits this requirement as it allows the bank to set specific criteria (loan balance percentage) to exclude certain customers from receiving the offer.

To re-implement the requirement using the always-on outbound customer engagement paradigm, configure the primary schedule to run daily and let the AI choose the best action from all the actions that a customer qualifies for based on engagement policies. This approach leverages AI to dynamically select the most relevant next best actions, ensuring timely and personalized customer interactions.

To ensure that Silver credit cards are not offered to customers under 27 years of age and that Platinum cards are offered only to customers who had a positive balance in the last year, you need to configure "Engagement policies" in the Next-Best-Action Designer. Engagement policies allow you to set criteria such as eligibility, applicability, and suitability for actions. For this scenario, you would set the eligibility criteria to ensure the age and balance conditions are met before the offers are presented.