Adding suggested cases for a conversational channel

For Pega Intelligent Virtual Assistant (IVA) to create cases that are based on user input so that the system speeds up business processes and improves its artificial intelligence, add suggested cases to the system. Based on text analysis of a text message or a voice command, the IVA matches the best suggested case for a topic, and then automatically creates a corresponding case. The IVA can also perform automatic entity extraction from user input to case properties. For example, when a user requests a car insurance price quote in the IVA, the system automatically creates a Car Insurance case.
Before you begin: Add a conversation to a case type. For more information, see Adding a conversation to a case type.

All suggested cases and suggested responses that you define are topics.

  1. In the header of Dev Studio, click the name of the application, and then click Channels and interfaces.
  2. In the Current channel interfaces section, click the icon that represents your existing Alexa, Unified Messaging, or Web Chatbot channel.
  3. In the channel, click the Configuration tab.
  4. In the Content section, select a method for modifying a suggested case:
    • To add a new suggested case, click Add case type.
    • To edit an existing suggested case, click the Switch to edit mode icon for a case type.
  5. In the Case type list in the Response configuration window, select a case type that you want to create when the user enters a specific command.
  6. In the Create case command field, enter text that triggers the system to create the case.
    Through text analysis, a user command provides the input that determines the best suggested case type to create by the IVA.
  7. If the suggested case requires authentication, select the Requires authentication check box.
  8. Optional: To add more suggested cases, repeat steps 4 through 7.
  9. Click Submit.
  10. Click Save.
What to do next: Define suggested responses for the IVA. For more information, see Defining suggested responses for a conversational channel.