Facebook chatbot configuration

To provide a better user experience for a conversational Facebook chatbot, you can configure its behavior to fit the needs of your organization. You can configure the predefined system responses, a list of text analyzer definitions, and the interaction time-out for a Facebook chatbot used as a Pega Intelligent Virtual Assistant.

Note: You must purchase a separate license before using Pega Intelligent Virtual Assistant in your application. You must also obtain and install the Facebook channel component from Pega Exchange.

System responses

You can customize system responses for standard events that happen during an interaction between a user and the application. You can define additional custom responses when configuring the content for the Facebook chatbot.

• Welcome - Displays an initial greeting message to the user of the Facebook chatbot.
• No match - Displays a warning message that no response was found based on the user input.
• Multiple matches - Displays a warning message stating that multiple matches to the user input were found.
• Internal error - Displays a message that a system error occurred for the chatbot.

Text analyzer

A Facebook chatbot analyzes user input to determine a response with a combination of any of the following text analyzer definitions:

• Exact match - The default definition that matches user input to a response exactly.
• Pega NLP generated - You can quickly edit or create new intents, and expected exact and approximate responses by using the natural language processing (NLP) capability.
• Pega NLP - An advanced feature that uses the best approximate match with advanced natural language processing (NLP) capability that uses artificial intelligence. You must specify a text analyzer rule for this definition type indicating sentiment, classification, intent, and entity extraction analysis.

You can specify several text analyzer definitions. They are used together to provide a better response capability. Input text from the user is analyzed by using the first text analyzer definition in the list, and if no match is found, the second text analyzer definition in the list is used, and so on, until a response match is found.

Interaction timeout

You can enable interaction timeout and define the number of minutes of inactivity after which the Facebook chatbot times out of the user session.

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