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Chatbots and other virtual assistants

Updated on June 2, 2023

The following table showcases the chatbot capabilities for different channels.

Pega Customer Service Product Overview

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

  • Web Messaging or Legacy Webchat
  • 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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