Building a conversational channel

Automate communication with customers to speed up your business processes by creating and configuring a conversational channel. By interacting with a Pega Platform application through Pega Intelligent Virtual Assistant (IVA), users can conveniently answer questions, report an issue, or step through a process. For example, customers can chat on Facebook Messenger and WhatsApp Messenger, in an embedded web chat window, and send voice commands to Amazon Alexa.
  1. Create a conversational channel.
    The system provides several integration components to communicate with a Pega Platform application by using Amazon Alexa, an embedded web chat window, and social messaging platforms, for example, Apple Business Chat, Facebook, Twitter, and WhatsApp. You create a separate channel for each IVA that you plan to add to your application. For more information, see Creating a conversational channel.
  2. Define conversational channel behavior.
    You define conversational channel behavior by adding a conversation to a case type, adding suggested cases, defining suggested responses, configuring text analyzer settings, and configuring system responses. For more information, see Defining conversational channel behavior.
  3. Simulate a conversation and build a chatbot.
    You can verify chatbot responses, modify questions and response text, extract data from a conversation, and apply simulation changes. For more information, see Simulating a conversation and building a chatbot.
What to do next: After you have built an IVA, use the Alexa, Unified Messaging, or Web Chatbot channel to train the data in the model. For more information, see Using the conversational channel.