Adding a conversation to a case type

To automate how Pega Intelligent Virtual Assistant (IVA) collects information for an open case, add a conversation to a case type. This feature simplifies the configuration process of an IVA and ensures that the system only requests the correct case type information from the user in a quick and conversational manner. For example, for an open case related to a request for a car insurance quote, an IVA during user interaction, asks questions about a car model, car make, year of production of the car, and then automatically stores the answers in the properties of a case. You configure the conversation workflow as part of the case life cycle. As a result, the system automatically responds to chat messages or voice commands that contain information about a case.
Before you begin: Create and configure an IVA channel. For more information, see Creating a conversational channel.
  1. Add a conversational channel to a case type process.
    For more information, see Adding a conversational channel to a case type process.
  2. Add questions to the new conversation for the case type.
    For more information, see Adding questions to a conversation.
Result: At run time, in an interaction with an IVA and the selected application, the user answers a series of questions to provide case information.
What to do next: Add suggested cases to the IVA. For more information, see Adding suggested cases for a conversational channel.