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Adding a conversational channel to a case type process

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To improve the accuracy of Pega Intelligent Virtual Assistant (IVA) responses to a case, add a conversational channel to a process for a case type. You can also define the conditions that control when the conversation begins in the IVA.

For example, you can add an IVA for Web Chatbot to the car insurance case type. The system creates a parallel process for this IVA channel and, as a result, you can later define a set of simple questions to collect information for a car insurance case.
  1. In the navigation pane of Dev Studio, click Case types, and then click the case type that you want to open.

  2. On the Workflow tab, click Life cycle.

  3. Click the stage to which you want to add a conversational channel.

  4. On the General tab of the property panel, in the Channel specific conversations section, select the IVA channel that you want to use.

    A parallel process for the IVA channel is added to the stage.
  5. Optional:

    To define the conditions that control when the conversation begins, update the process settings:

    1. On the Workflow tab, click the parallel process for the IVA channel.

    2. On the General tab of the property panel, in the Start Process list, select When Rule.

    3. In the field below the Start Process list, enter or select a when rule that determines when the conversation in the IVA starts.

  6. Click Save.

At run time, the system asks a series of questions to collect information about a Pega Platform case.
Add questions to the IVA conversation. For more information, see Adding questions to a conversation.

  • 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.

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