Perform tasks in Pega Intelligent Virtual Assistant™ (IVA) to address problems, troubleshoot
accessibility issues, adjust the accuracy of chatbot responses, and ensure that the
system works as expected. As a result, you improve the quality and health of your
chatbot, which helps users to interact with your application more easily when they want
to resolve their problems.
For example, you can help the system become more
responsive to users by addressing an issue in which the chatbot is not always detecting the
Before you begin: Create and configure the IVA, train the text analytics model, and simulate a
conversation with the chatbot in the preview console. For more information, see Creating a Digital Messaging channel, Defining conversational channel behavior, and Training the model for the IVA channel.
Channel developers and channel administrators update, troubleshoot, and maintain
the IVA when the system is in a development, QA, or production environment. Note: To
learn more about troubleshooting natural language processing (NLP) issues in your
chatbots, see also Troubleshooting NLP.
- Fix general issues related to all of the conversational channels.
- Fix issues related to the IVA for Digital Messaging (Apple
Business Chat, Facebook, SMS/MMS, and WhatsApp).
- Fix issues related to the IVA for Legacy Webchat.
- Copy your legacy channel to the Digital Messaging channel to ensure that you
reach users on additional social messaging platforms, for example, Apple
Business Chat, or WhatsApp.