To prevent your Pega Intelligent Virtual Assistant™ (IVA) from asking for information that
the user has already provided, you can optionally configure entity mapping definitions
for the cases configured in your channel. When the IVA creates a case during a chat
session, the system applies the associated entity mapping and copies any entities
extracted from the user input into the case properties.
For example, for a
case, you can map the CarModel
entities to the .CarModel
case properties. When these entities are detected in a
chat conversation, their values are automatically assigned to the case properties and the
system does not ask the user about the car make and model.
Before you begin: For the IVA to respond to user input by creating a case and asking questions, add a
conversation to a case type for your application. For more information, see Adding a conversation to a case type.
When a case property has a value stored in it that was mapped from a detected
entity, the IVA will skip over this question shape. This prevents the chatbot from
asking for information that the user has already provided.
What to do next: Ensure that the IVA learns from the entities that you mapped to the case type
properties by building the text analytics model. For more information, see Applying simulation changes to a text analytics model.
- In the navigation pane of
App Studio, click Channels.
- In the Current channel interfaces section, click the icon
that represents your existing Alexa, Unified Messaging, or Web
- In the channel that you select, click the Behavior tab.
- At the top of the preview console, turn on the Show
- In the preview console, in the right panel input field, enter a sample
question.For example: For a car insurance quote, enter: I would like to request a car
insurance quote for my Ford Mustang GT.Result: The analysis in the preview console shows the sentiment of the user
input (positive, negative, neutral), the detected topic, the confidence in the
detected topic (as a percentage), and the detected entities.
- In the create case section, click the Open response
- In the Response configuration window, click the
Entities extraction tab.
- Add an entity to a case property mapping by clicking Add
- In the Entity list, click an entity.For example: To map an entity defined for a car make, select Car
- In the Case property list, click a case property that
you want to map to the entity. For example: To map the Car Make entity to a case type property
called Make, select
- To add another entity to the case property mapping, repeat steps 8
- Click Submit.