Chatbots and other virtual assistants

Updated on January 8, 2022

The following table showcases the chatbot capabilities for different channels.

Pega Customer Service for Communications Product Overview

Feature									API
Proactive chat / AI-driven offers and suggestions	•					•
Styling and branding configuration	•
Embedded knowledge	•	•	•	•	•		•	•	•
Channel switching	•	•	•	•	•	•	•
Authentication support	•	•	•	•	•			•	•
Service case execution	•	•	•	•	•	•	•	•	•
Attachment / image support	•	•	•	•	•		•	•	•
Button support	•	•	•	•	•			•	•
Menu support	•	•	•	•	•			•	•
Usage metrics	•	•	•	•	•	•	•	•	•
Escalate interaction and open service cases to a CSR	•	•	•	•	•	•	•	•	•
Asynchronous messaging (support for long running interactions)	•	•	•	•	•			•

Personalized IVR is an API that provides the ability to inject Pega content in order to personalize the IVR experiences delivered by your existing IVR vendor.
Users have the ability to switch from the Web Messaging channel to a different messaging channel, mid-interaction.
Button support and menus support/equivalents (text inputs) are supported for WhatsApp and SMS.

The following figure shows the user experience for channel switching:

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