Conversational channel user roles
Pega Platform users with different roles create, train, and build Pega Intelligent Virtual Assistants (IVA) and Pega Email Bots, as well as triage cases. For example, a channel developer creates an Email channel and builds its behavior, by training the text analytics model to better detect the correct topics, language, sentiment, and entities. Once the email bot is in a production environment, a customer service representative (CSR) then triages the cases so that customer emails are promptly and correctly addressed.
Supported roles
The following are the main user roles for creating, defining, and managing IVAs and email bots in Pega Platform:
- Channel developer
- Channel developers are in charge of developing the email bots and IVAs that
interact with an application, before they are moved to a production
environment. A channel developer typically performs the following tasks:
- Learns text analysis (prerequisite)
- Configures an Email channel
- Creates an Alexa channel
- Creates a Unified Messaging channel for the Apple Business Chat, Facebook, MMS (Twillio), SMS (Twillio), Twitter, and Web Chat IVAs.
- Creates a Web Chatbot channel
- Defines Email channel behavior
- Defines conversational channel behavior
- Trains data for an Email channel
- Customer service representative (CSR)
- CSRs interact with the application run time environment for email bots, and also directly with customers once the email bot is moved to a production environment. They use the Case Manager portal or the Email Manager portal for this purpose, to more efficiently address customer emails. Amongst other things, CSRs perform the following task:
- Channel administrator
- Channel administrators manage the IVAs and email bots for a Pega Platform application, once the IVA or email bot is in a
production environment. An administrator works together with the channel
developers to keep the system secure, operable, and error free.
Administrators perform the following tasks:
- Troubleshooting an email bot
- Upgrading an email bot
- Troubleshooting an IVA
- Upgrading an IVA