Mapping entities in conversation text
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 Car Insurance case, you can map the CarModel and CarMake entities to the .CarModel and .CarMake 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.
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.
- In the navigation pane of App Studio, click Channels.
- In the Current channel interfaces section, click the icon that represents your existing Digital Messaging or Alexa channel.
- In the channel that you select, click the Behavior tab.
- At the top of the preview console, turn on the Show analysis switch.
- In the preview console, in the right panel input field, enter a sample question.
- In the create case section, click the Open response configuration icon.
- In the Response configuration window, click the Entities extraction tab.
- Add an entity to a case property mapping by clicking Add mapping.
- In the Entity list, click an entity.
- In the Case property list, click a case property that you want to map to the entity.
- To add another entity to the case property mapping, repeat steps 8 through 10.
- Click Submit.
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