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Defining conversational channel behavior

Updated on July 22, 2021

Improve user experience in Pega Intelligent Virtual Assistant™ (IVA) by ensuring that the chatbot automatically provides meaningful and relevant responses to help users resolve an issue or address a specific business need. To speed up the business processes for your application, you can define how your chatbot behaves by automating the collection of information from users and improving the text analysis of the chat interaction.

For example, when a customer requests a car insurance quote by interacting with a chatbot, the system can immediately recognize the correct subject matter, and, as a result, start an Insurance Quote business case to collect additional information about the user's car and financial history.
Before you begin: Create a Unified Messaging channel to use as an IVA. For more information, see Creating a Unified Messaging channel.
  1. Prepare the IVA to collect case information and create a case with the information:
    1. Configure the IVA to automatically collect case information through standard questions to users, by adding a conversation to a case type.
      For more information, see Adding a conversation to a case type.
    2. Configure the system to create a case in a Pega Platform application based on user input, by adding case commands in the IVA.
  2. Configure the system to provide automatic responses to user actions by defining response commands for the IVA.
    For example: The system can authenticate, display text messages and a menu of options, or perform other actions as a response to user input.
  3. Define how the IVA analyzes user interactions so that the chatbot takes advantage of natural language processing (NLP) and adaptive analytics:
    1. Define topics, which are the general subject and intent of user input that is detected by the IVA using text analysis.
    2. Configure text analyzers for the chatbot so that the system users natural language processing (NLP) and adaptive analytics text analysis of chat interactions.
      For more information, see Adding a text analyzer for an IVA.
What to do next: Simulate a conversation and build an IVA. For more information, see Simulating a conversation and building a chatbot.

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