Defining conversational channel behavior
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.
For relevant training materials and to test this feature on a virtual Pega
instance, see the Configuring a chatbot with Digital Messaging
challenge on Pega Academy.
- Automate how the IVA interacts with users and collects information:
- Create a stand-alone conversation process to interact with users.
For more information, see Adding a stand-alone conversation process for a conversational channel.
- Create a conversation process for a case type to automatically collect
information and interact with users in a context of a case.
For more information, see Adding a case type conversation process for a conversational channel.
- Create a stand-alone conversation process to interact with users.
- Configure the system to create a case in a Pega Platform
application based on user input, by adding case commands in the IVA.For more information, see Adding case commands for a conversational channel.
- Configure the system to provide automatic responses to user interactions by
defining response commands for the IVA.For more information, see Defining response commands for a conversational channel.
- Define how the IVA analyzes user interactions so that the chatbot takes
advantage of natural language processing (NLP) and adaptive analytics:
- 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.
- Define topics, which are the general subject and intent of user input
that is detected by the IVA using text analysis.For more information, see Defining topics for text analysis for an IVA.
- Configure text analyzers for the chatbot so that the system users
natural language processing (NLP) and adaptive analytics text analysis
of chat interactions.
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