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Self-service Interactive Voice Response (IVR)

Updated on January 29, 2021

Using the IVR-IVA (Interactive Voice Response – Intelligent Virtual Assistant) API and channel configuration, Pega Customer Service delivers customer self-service over Interactive Voice Response (IVR) systems.

Pega Customer Service Implementation Guide

The IVR-IVA API is an open, public API that any modern IVR system can use to exchange data with Pega Customer Service. The IVR-IVA channel parses the events or user inputs from the API to execute the corresponding actions.

The IVR systems can send the following events to the IVR-IVA API:
get_contactFetches the contact details against Automatic Number Identification (ANI) and links the current interaction to the corresponding contact in Pega Customer Service
run_caseRuns the corresponding case type in the user input by using the IVR-IVA channel
cancel_caseCancels the ongoing service case with Resolved-Withdrawn status by using the IVR-IVA channel
call_endTerminates the current interaction with Resolved-Withdrawn status by using the IVR-IVA channel
When the IVR does not specify an event name, the IVR-IVA API uses the utterance parameter in the user input to invoke the corresponding channel response.
For more information, see IVR-IVA API
IVR-IVA channel
The IVR-IVA channel supports the four out-of-the-box events supported by the IVR-IVA API by default. When an IVR system sends an event notification to the API, the IVR-IVA channel executes the corresponding channel action, such as gathering contact details against ANI or running a case type. Additionally, you can define custom channel responses to extract user intent with natural language processing (NLP) and text analytic capabilities. You can access the full transcripts and service case history after a call.

For more information, see Creating the IVR-IVA channel

Note: The IVR-IVA bot's effectiveness depends on the capabilities of the text-to-voice capabilities of the IVR and transmitting the request using the IVR-IVA API specifications, as much as IVR-IVA channel configuration.

Self-service IVR feature provides the following topics:

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