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Conversational channel user roles

Updated on April 25, 2022

Pega Platform users with different roles create, train, and build Pega Intelligent Virtual Assistant™ (IVA) and Pega Email Bot™, as well as triage cases. For example, a channel developer creates an Email channel and builds its behavior, by training the text analytics model to better detect the correct topics, language, sentiment, and entities. Once the email bot is in a production environment, a customer service representative (CSR) then triages the cases so that customer emails are promptly and correctly addressed.

Supported roles

The following are the main user roles for creating, defining, and managing IVAs and email bots in Pega Platform:

Channel developer
Channel developers are in charge of developing the email bots and IVAs that interact with an application, before they are moved to a production environment. A channel developer typically performs the following tasks:
Customer service representative (CSR)
CSRs interact with the application run time environment for email bots, and also directly with customers once the email bot is moved to a production environment. They use the Case Manager portal or the Email Manager portal for this purpose, to more efficiently address customer emails. Amongst other things, CSRs perform the following task:
Channel administrator
Channel administrators manage the IVAs and email bots for a Pega Platform application, once the IVA or email bot is in a production environment. An administrator works together with the channel developers to keep the system secure, operable, and error free. Administrators perform the following tasks:
  • Troubleshooting an email bot
  • Updating an email bot
  • Troubleshooting an IVA
  • Updating an IVA

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