AI Assistant (Leat MCP)
July 20
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Next best action
Compare everything Leat could do for a customer, including taking no action, then select the option with the strongest expected result after considering its cost. Because discounts compete with rewards, messages, service actions, and other alternatives, the best choice is often not the most expensive one.
The available options can include eligible rewards, incentives within budget and margin limits, consented messages, tier upgrades, service gestures, surveys, and no action. Governance removes anything the customer cannot receive or the business should not provide. Every remaining option is considered together rather than stopping at the first matching rule.
Each permitted action is scored according to the change it is expected to create for the customer, the objective it supports, and what it costs. A voucher likely to be used by someone who would have returned anyway may rank below a lower-cost action that is more likely to change behavior. The customer’s likelihood to respond matters, but it does not decide the result by itself.
The highest-ranked action passes to Unified Execution for delivery through the appropriate channel. The complete ranking remains on record, including the score for each alternative. If the first choice cannot be delivered, Leat can move to the next-ranked option, use an approved default, or take no action. Teams can later see why one action was chosen over another.
A discount is one possible action, not the default result. Other options can include a points-expiry reminder, recognition message, event invitation, request for feedback, reward, or service gesture. Each has an expected effect and a cost, which may be zero. A broader selection gives the program more opportunities to influence behavior without giving away unnecessary value.
Action catalog definition
Decide which rewards, messages, gestures, and non-monetary actions the engine may choose from, and add new ones as the program grows.
Candidate restriction by segment
Limit the action types available to a segment or mechanic, so new members see welcome mechanics only and VIPs never see a discount.
Cost assignment
Attach a cost to every action, including the zero-cost ones, so the ranking weighs a message against a voucher on equal terms.
Fallback ordering
Decide what happens when the top action can't be delivered: the next in rank, a default, or nothing.
Ranking review
Sample recent rankings on a set cadence to check that the right kinds of action are winning for the right kinds of customer.
Discount share monitoring
Track how often the chosen action is a discount, by segment and period, and treat a rising share as a signal to widen the catalog.
