AI Assistant (Leat MCP)
July 20
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Offer suppression
Withhold an incentive when a customer is expected to act without one or when the additional result would not justify its cost. Leat compares every incentive with taking no action, then makes a new judgment each time the customer’s situation changes.
Next Best Action treats no action as a genuine option with no cost and an expected result based on what the customer is likely to do without intervention. Each incentive must create enough additional value to cover its cost. If none of the available incentives performs better, no action ranks first.
Uplift Modeling helps distinguish between customers likely to act with or without an incentive, customers unlikely to act in either case, customers who may respond negatively, and customers whose behavior could genuinely change. Incentives are suppressed for the first three groups and focused on the customers where additional value is most likely to produce an additional result.
Suppression reflects the customer’s current situation rather than placing them on a permanent list. A regular customer may need no incentive during their usual visit pattern but respond differently after a long absence. Each decision uses the latest customer data, so an incentive can return as soon as it is expected to make a worthwhile difference.
Suppressing an incentive does not mean ignoring the customer. Leat can still choose a recognition message, points reminder, feedback request, service message, or no action at all. Birthday rewards, tier benefits, and other promised value can be kept outside suppression. Controlled holdouts in Optimization confirm whether withholding the incentive reduced cost without harming the intended outcome.
Suppression thresholds
Teams can define how much additional value an incentive must be expected to create before it is allowed to beat no action.
Exemption management
Selected customer groups, such as VIPs, new members, or customers in service recovery, can remain outside suppression.
Alternative action configuration
Low-cost and no-cost actions can be considered when a paid incentive is suppressed, allowing the customer to remain recognized.
Suppression holdout review
A controlled share of customers can receive the suppressed incentive so teams can confirm whether withholding it was the better choice.
Suppressed spend reporting
Reporting can show what suppressed incentives would have cost across customer groups and program activities.
Expected reward protection
Birthday rewards, tier benefits, and other customer promises can remain available regardless of suppression.
