Editable list of build-on application features
Valid from Pega Version 8.4
Pega Platform™ now provides you with an option to edit the list of features in your application stack. Now you can define the order of the features to generate application documentation that lists the features by their priorities instead of the time of creation. For example, you can reorder the features when you want to communicate to your stakeholders which elements are top priorities.
For more information, see Learning about feature order.
Email bots now support multiple languages
Valid from Pega Version 8.4
You can now configure Pega Email Bot™ to perform text analysis, use training data and triage emails in multiple languages, for example, English, French, German, and Spanish. By detecting topics and entities from emails in different languages, the system can suggest the correct business case and provide an email response in the user's own language.
For more information, see Selecting languages for an Email channel and Enabling automatic language detection for text analysis.
Support for seamless transitions between IVAs and customer service representatives
Valid from Pega Version 8.4
To ensure the best user experience in chat sessions with a Pega Intelligent Virtual Assistant™ (IVA), customer service representatives (CSRs) can now step in and take control of a chat session multiple times, when the chatbot is not capable of correctly answering the user. After the user problem is resolved, the CSR can seamlessly switch control of the chat session back to the chatbot.
Anypicker control in a condition builder
Valid from Pega Version 8.4
The condition builder now uses the Anypicker control to categorize the entities, such as fields or when conditions, that your application compares at run time. As a result, you can create conditions in a simplified and accelerated way. You can also select fields that are up to four levels deep within field groups.
For more information, see Create conditions faster with an Anypicker control (8.4), Adding an Anypicker control, Defining conditions in the condition builder.
Unified Messaging Desktop integration with Pega Platform
Valid from Pega Version 8.4
You can now use the Pega Unified Messaging Desktop™ customer service solution with a Pega Platform™ application so that customer service representatives (CSRs) and other users, such as managers, can respond to user requests more quickly and in a more consistent manner. With integrated Pega Unified Messaging Desktop, CSRs can escalate user requests from Pega Intelligent Virtual Assistants™ (IVAs) by using case processing and artificial intelligence alongside Pega Customer Service™
For more information, see Develop a single IVA channel to chat across different messaging platforms.