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Simplify service for IT with more low-code configuration options (8.6)

Updated on May 17, 2021

IT managers can configure and manage more Pega Customer Service features in a low-code way by using App Studio for faster implementation and process updating.

New chatbot authoring tools make it much faster and easier to configure Pega’s Intelligent Virtual Assistants (IVA) in App Studio. Admins can use the visual conversation flows to quickly configure the IVA self-service use-cases without writing any code. For information, see Configuring a chatbot.

IVA flows authoring tool

New Intelligent Virtual Assistant authoring tool in low-code App Studio.

Customer verification and customer search are now configurable in low-code App Studio. Decisions made during the implementation phase on how to access, find and manage data consume a huge amount of an implementation team’s time and energy, even after the raw data has been integrated from source applications. Now, you can more quickly build search and verification UI through App Studio by making use of metadata from those source applications which ultimately reduces the time spent during the implementation process. For information, see Customer search and Customer verification.

Pega Call is now also configurable in App Studio, which greatly reduces the time it takes to set Pega Call up. Configuration of transfer functionality, and configuration of behaviors and reason codes through App Studio have all been enhanced. For information, see the following topics:

  • Previous topic Simplify service for customers with enhanced messaging and IVR experiences (8.6)
  • Next topic Get started faster today and make life easier for tomorrow with case templates (8.5)

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