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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
Note:

In the following table, the column values are as follows:

  • Web Messaging or Legacy Webchat
  • SMS/MMS
  • Facebook Messenger
  • Apple Business Chat
  • WhatsApp
  • Interactive Voice Response (IVR)
  • Pega Email Bot
  • Mobile Messaging SDK
  • Client Channel API
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:

Channel switching
Users can switch channels during an interaction

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