Support for the decisioning-enabled NLP text analyzer in IVAs and Email Bots
Valid from Pega Version 8.3
You can now use the new intelligent natural language processing (iNLP) text analyzer in Pega Intelligent Virtual Assistants™ (IVAs) and Pega Email Bots™. This advanced text analyzer is decisioning-enabled and empowers IVA or Email Bot for all conversational channels to provide smarter responses. The decisioning capability in the system integrates text analytics with strategies, prepositions, and interaction history, to provide the context for making better next-best-action decisions.
For more information, see Use the decisioning-enabled NLP text analyzer in IVAs and Email Bots, Defining advanced Facebook text analyzer configuration and Facebook channel behavior.
Upgrade impact
Existing channels remain with the current configuration, and their current functionality does not change. Channels created after the upgrade automatically use the new text analyzer.
What steps are required to update the application to be compatible with this change?
The new text analyzer is enabled or disabled using a new interactive API (iAPI) selection, which is selected by default for new channels. You can disable the iAPI for new channels if you want to maintain current functionality. You can also enable it for existing channels if you want to move existing channels to the new functionality.
Business logic-based routing to process cases more efficiently
Valid from Pega Version 8.3
Process cases more efficiently by defining business logic-based routing options to route tasks to customer service representatives (CSRs) who have a specified availability or skillset. For example, you can ensure that a task is routed to a CSR with a high level of a German language if it is your business need. You can also create custom lists of operators and work queues to filter CSRs who can receive an assignment.
For more information, see Choosing an assignee at run time in Dev Studio, Choosing an assignee at run time in App Studio, Configuring business logic-based routing APIs.
Simple associations for quickly joining classes
Valid from Pega Version 8.3
Associations now have a simple mode. Use a simple association to quickly and easily join a class to another class. The simple association defines a left join, using a foreign key in the source class and the class key in the target class. Use an advanced association for all other conditions. In addition, simple associations are drawn in the Visual data model reporting mode to visualize the relationships that are available for reporting.
Upgrade impact
The new simple mode draws a map of where all the classes defined in the application rule are drawn as nodes. Relationships between the nodes that are defined by relevant properties are drawn as lines linking the two classes. This feature only includes Case and Data classes that are defined on the Application rule form's Cases and Data tab. It also only includes relevant fields for those classes in order to define the relationships from one class to another.
What steps are required to update the application to be compatible with this change?
After a successful upgrade, add the data and case type classes to the application rule in Dev Studio to have the selected classes appear as a node. In addition, if you want a relationship to display as relevant, set the properties (of the class that defines that relationship) as relevant.
For more information, see Exploring the data model.
Association changes after upgrade
Valid from Pega Version 8.3
Associations now have a simple mode. Simple associations are those that join to only one class, use a left join, and have one filter condition to a class key in the target class. Existing associations that define a simple foreign key relationship are upgraded to simple associations when opened; all others are treated as advanced associations. All associations continue to work in reporting.
Making an association simple changes only one piece of metadata; all other data on the association rule is not affected.
Upgrade impact
The new simple mode draws a map of where all the classes defined in the application rule are drawn as nodes. Relationships between the nodes that are defined by relevant properties are drawn as lines linking the two classes. This feature only includes Case and Data classes that are defined on the Application rule form's Cases and Data tab. It also only includes relevant fields for those classes in order to define the relationships from one class to another.
What steps are required to update the application to be compatible with this change?
After a successful upgrade, add the data and case type classes to the application rule in Dev Studio to have the selected classes appear as a node. In addition, if you want a relationship to display as relevant, set the properties (of the class that defines that relationship) as relevant.
For more information, see Associations.
Support for multiple work queues in the Email Manager portal
Valid from Pega Version 8.3
Pega Email Bot™ now provides multiple work queues in the Email Manager portal. With this functionality, operators, such as customer service representatives, can now triage cases more efficiently by selecting different work queues. Operators have access to work queues only for the current Pega Platform™ application.
For more information, see Email Manager portal.
Task board enhancements for improved tracking of tasks
Valid from Pega Version 8.3
App Studio and end-user portals, such as Case Manager, now provide an enhanced task board which helps you improve collaboration on task resolution. For example, you can create a checklist within a task, and then update the checklist to inform other users about the progress of the task. Attach content to a task to ensure that all users have the information that they need, and to make tasks more meaningful. Now you can also categorize tasks, and then filter them by category, to quickly access relevant information.
For more information, see Monitoring and tracking tasks in Dev Studio, Monitoring and tracking tasks in App Studio.
Automatic model training when mapping entities to case properties in Email Bot
Valid from Pega Version 8.3
You can now initiate automatic feedback to entity models in Pega Email Bot™, during manual mapping of email content to a case property.
To enable automatic feedback, you set the Work-Channel-Triage.pyIsRuntimeFeedback rule to true in Pega Platform™. By default this feature is disabled. Enabling this feature ensures that the email bot is more responsive by automatically copying detected entities, such as names, locations, dates, and ZIP codes, to case type properties of a case type.
For more information, see Email triage, Email channel NLP model and Enabling the NLP model training for the email channel.
BIX ruleset is now included with Pega Platform
Valid from Pega Version 8.3
The Pega Business Intelligence Exchange™ (BIX) ruleset is now included with Pega Platform™, which eliminates the need for additional provisioning for Pega Cloud customers and for a separate BIX installation for on-premises customers. To add BIX to your application, add the Pega-BIX:<version> ruleset to your application rulesets.
For more information, see Data extraction.
Upgrade impact
After a successful upgrade, the BIX ruleset is available within Pega Platform. You should synchronize the BIX ruleset and Pega rules to avoid extraction errors.
What steps are required to update the application to be compatible with this change?
After the upgrade is complete, change the ruleset version for Pega Platform and BIX to use the same, latest version.
Improved rich user interface controls in IVA for Web Chatbot
Valid from Pega Version 8.3
In Pega Intelligent Virtual Assistant™ (IVA) for Web Chatbot, you can use additional rich user interface controls, such as the time and date picker or a simple form, to help users accomplish tasks more quickly and to limit errors. IVA for Web Chat can now also display a welcome message in the chat window, for example, to inform the user about the person with whom they are chatting.
For more information, see Streamline conversations in IVA for Web Chatbot with rich user interface controls.
Upgrade impact
The new Ul controls for Web Chatbot are enabled by default upon upgrade. If you do not want the controls enabled, you must disable them.
Also, if you have changed the styles for the welcome message, you may need to make changes to the welcome message to incorporate the new areas in the bot conversation area (such as quick replies).
What steps are required to update the application to be compatible with this change?
Existing channels will behave as they did previously, so you should determine whether you want to use the new UI controls. If you want to use the new Ul controls, configure the new design-time options.
If you have changed the default styles for the welcome message, review the new settings to ensure that the welcome message is configured properly.
Default filter settings for Pulse feed sources
Valid from Pega Version 8.3
Set default filters for Pulse messages, so that users see only relevant posts. Users can temporarily change these settings at run time to view messages from different feed sources, and restore the default settings by refreshing the page.
For more information, see Adding a feed source for the activity feed.