Conversational channel user roles
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. Channel developers typically perform the following tasks:
- Learn text analysis (prerequisite)
- Configure an Email channel
- Create an Alexa channel
- Create a Digital Messaging channel (for Apple Messages for Business, Facebook, MMS/SMS (Twillio), and WhatsApp social messaging channels).
- Define Email channel behavior
- Define conversational channel behavior
- Train data for an Email channel
- Train data for a conversational channel
- 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:
Previous topic Pega Intelligent Virtual Assistant features Next topic Text analysis concepts