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Creating an IVR-IVA channel

Updated on December 3, 2021

Create an IVR-IVA channel to configure the Pega Intelligent Virtual Assistant (IVA) for an Interactive Voice Response (IVR) system. When your IVR service has a Pega Customer Service integration, the IVR-IVA channel's Personalized service option provides a self-service experience for customers that is specific to their account and contact information.

Pega Customer Service Implementation Guide
  1. In the navigation pane of App Studio, click Channels.
  2. In the Create new channel interface section, click IVR-IVA. The system displays the New IVR-IVA interface page, which has the following tabs:
    • Configuration
    • Behavior
    • Connection
    • Training data
    • Personalized service
  3. On the Configuration tab, perform the following steps:
    1. In the Details section, in the Channel interface name field, enter a name for your IVR-IVA channel.
    2. In the Description field, enter a short description that describes the purpose of your IVR-IVA channel.
    3. In the Content section, click Add case type to add the case type and its associated case command.

      When the end user is speaking to an IVR and responds "yes" to being offered a case, the IVR returns the exact case command in the IVR-IVA channel APIs. Adding additional terms for text analysis of an end-user response is not necessary in the IVR-IVA channel.

  4. On the Connection tab, perform the following steps:
    1. In the Template operator ID list, click the name of an existing Pega Customer Service operator to use as the template to create end user accounts.

      The application uses this operator to create all customer interactions for the channel. After the channel is saved, a channel ID is displayed. The channel ID is the secure token that is used to integrate the IVR-IVA API with the IVR.

  5. On the Personalized service tab, perform the following steps:
    1. In the General section, select the Enable personalized service check box to provide customer inquiry responses and a case.
      IVR-IVA channel Personalized service tab
      IVR-IVA channel Personalized service tab
    2. In the Inquiries section, in the Maximum inquiries triggered list, select the maximum number of inquiry responses to provide to an end-user.
      For example: If the value for Maximum inquiries triggered is set to two and there are four inquiries configured, only the first two inquiries that evaluate to true will be returned to the IVR.
  6. Click Add Inquiry to add inquiries and conditions.
  7. In the Configure inquiry dialog box, perform the following steps:
    1. In the Inquiry name list, select from all available customer inquiries.
    2. In the Trigger when list, select one logic option from the following conditions:
      • All of the following conditions: All conditions must evaluate to true for the inquiry to be triggered.
      • Any of the following conditions: Only one condition must evaluate to true for the inquiry to be triggered.
    3. In the Business conditions list, select the required business conditions, and then select either is true or is false.
      Note: If an additional business condition is required, click + Add condition.
    4. Click Submit.
    Configuring inquiry and selecting the business conditions
    Configuring inquiry and selecting the business conditions
    For example: In this scenario, the inquiry is triggered if any of the following conditions is true:
    • The account is active
    • The account due date within two weeks
    • The contact's lifetime value is Platinum

    During an incoming IVR call, once the maximum number of inquiries evaluate to true, inquiry logic evaluation stops.

  8. In the Cases section, click Add Case to add a case.
    1. In the Case list, select from the available cases listed in the case command section.
    2. In the Prompt text field, enter the IVR prompt to offer this case to the customer.
      For example, "Hey, would you like a statement copy?"
    3. In the Trigger when list, select the option from the following conditions:
      • All of the following conditions: All business conditions must evaluate to true for the case to be triggered.
      • Any of the following conditions: Only one business condition must evaluate to true for the case to be triggered.
    4. In the Business conditions section, select the required business conditions, and then select either is true or is false.
      Note: If an additional business condition is required, click + Add condition .
    5. Click Submit.
      Configuring a case and adding business conditions
      Configuring a case and adding business conditions.
  9. Click Save.
  10. Only the first case that evaluates to true will be recommended to the customer.

Tags

Pega Customer Service 8.7 Pega Customer Service for Communications 8.7 Pega Customer Service for Financial Services 8.7 Pega Customer Service for Healthcare 8.7 Pega Customer Service for Insurance 8.7

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