Published Release Notes

Editable list of build-on application features

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

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

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

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

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.

Reports with visualizations of performance and automation levels for the email bot

In the Email Manager portal, you can now use built-in reports to visualize Pega Email Bot™ performance and the automation levels that are related to received emails, triaged cases, and created business cases. You can plug the reports to display the report data in other portals, for example the Case Manager portal. Based on the information displayed in the reports, you can adjust the machine learning models to achieve greater automation in the system.

For more information, see Viewing the reports for the Email channel and Built-in reports for the email bot.

Improved experience when building an IVA and Email Bot in App Studio

Build your Pega Intelligent Virtual Assistant™ (IVA) and Pega Email Bot™ while working only in App Studio. This approach makes the design process easier and more intuitive, and saves you time. You can now modify the advanced text analyzer configuration while working in App Studio. In addition, if you have access to Dev Studio, you can edit the text analyzer rule from App Studio for your chatbot or email bot by clicking a link to open the settings in Dev Studio.

For more information, see Adding a text analyzer for an email bot and Adding a text analyzer for an IVA.

Triage cases archiving in the email bot (Pega Cloud Services)

For Pega Platform™ that is installed in Pega Cloud^® Services, you can configure Pega Email Bot™ to archive resolved triage cases that are older than a specified number of days. Archiving triage cases improves the overall performance of your system by reducing the primary storage consumption and cost because the system places such resolved triage cases in a secondary storage.

For more information, see Archiving resolved emails for an email bot (Pega Cloud Services).

Business logic-based routing cards enhancements

To ensure that the sequence of business logic-based routing cards conforms to your business requirements, you now have the option to change the order of the cards. For easier navigation across multiple routing cards, the system automatically collapses the cards for you, and you can then easily expand the cards that you need to display.

For more information, see Navigate easier across business logic-based routing cards (8.5), Assigning users automatically at run time.

Usability improvements in the Email Manager and Case Manager portals

Pega Email Bot™ customer service representatives (CSRs) working in the Email Manager, Case Manager, or Case Worker portals can now quickly reply to one recipient or to all recipients. CSRs can also view the sentiment analysis of an email (positive, negative, or neutral) for each received email, displaying the sentiment pattern for the entire email thread in a triage case. The email bot improvements add value for CSRs working in the portals and help them save time when responding to user requests.

For more information, see Understanding the email triage process and Replying to customers by email for an email bot.