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Adding a text analyzer for an IVA

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To provide better responses by Pega Intelligent Virtual Assistant (IVA), you can configure one or more advanced text analyzers together for an application. In that case, the text analyzers examine user input one by one, until the system finds a response.

You can also configure one text analyzer to run only within the case context, and another one to run outside of the case context. For example, to refine interaction with a user once a case is started in the IVA, you can specify the iNLP advanced text analyzer to improve the text analysis of user input, while using the simple exact match text analyzer when the system does note start a case during a chat session.

The system uses natural language processing (NLP) and adaptive analytics text analysis to detect topics and entities in the interaction conversation.
  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 for your existing Unified Messaging, Web Chatbot, or Alexa channel.

  3. In the channel, click the Behavior tab.

  4. In the Text Analyzer section, select the Use advanced configuration check box.

  5. In the Text Analyzer section, select a method for configuring a text analyzer:

    • To create a text analyzer, click Add text analyzer.
    • To edit an existing text analyzer, click the Switch to edit mode icon next to the text analyzer that you want to edit.
  6. In the Text analyzer type list, select and configure a text analyzer:

    Choices Actions
    Exact match Configure the default text analyzer that exactly matches user input to a response by selecting whether to use text analyzer within the case context, outside of the case context, or both.
    Pega NLP Configure an advanced text analyzer that uses the best approximate match by using advanced natural language processing (NLP) and artificial intelligence:
    1. Select or define a text analyzer rule for this definition type with the sentiment, classification, topic, and entity extraction analysis.
    2. Select whether you want to detect entities or topics within the case context, outside of the case context, or both.
    3. In the Text analyzer rule field, create or select a text analyzer rule.
    iNLP Configure an advanced intelligent NLP text analyzer that uses adaptive analytics text analysis:
    1. Select whether you want to detect entities or topics within the case context, outside of the case context, or both.
    2. In the Text analyzer rule field, create or select a text analyzer rule.

    This type of analysis integrates text analytics with strategies, propositions, and interaction history to provide the context for making better next-best-action decisions. For more information, see Customizable Interaction API for text analytics.

  7. Click Submit.

  8. Optional:

    To add or configure more text analyzers for the IVA, repeat steps 5 and 7.

  9. Click Save.

Define the topics for text analysis in the IVA. For more information, see Defining topics for text analysis for an IVA.

  • Exploring text analyzers

    Text analyzers for Pega Intelligent Virtual Assistant (IVA) and Pega Email Bot process user input and help the system find the best matching response by using natural language processing (NLP) and adaptive analytics. You can configure text analyzers to detect topics, entities, sentiment, and language in an email, chat text message, or a voice command.

  • Understanding text analysis

    Text analysis is an important aspect of conversational channels that enables a Pega Platform application to intelligently and seamlessly interact with a user in a natural conversational manner. Text analyzers examine user input one by one using natural language processing (NLP), adaptive analytics, and artificial intelligence.

  • Defining conversational channel behavior

    Improve user experience in Pega Intelligent Virtual Assistant (IVA) by configuring the conversational channel behavior that fit the needs of your organization. You can add a conversation to a case type, add suggested cases, and define suggested responses for the IVA so that you speed up business processes for a Pega Platform application.

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