Table of Contents

Building a conversational channel


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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.

Once you built an IVA, use the Unified Messaging, Web Chatbot, or Alexa channel to train the data in the model.

  • Pega Intelligent Virtual Assistant overview

    Pega Intelligent Virtual Assistant (IVA) is a chatbot technology that interacts with an application by sending and receiving text messages from users, in a simple question and answer form. By interacting with an IVA through various social messaging platforms, users can resolve issues or address questions and other concerns. For example, to speed up business processes, users can request more details about a subject and open a case in the system.

  • Implementing an Intelligent Virtual Assistant for a conversational channel

    Provide users with convenient chat functionality from anywhere with a Pega Platform application by sending text messages or using voice commands in a simple question and answer form. For example, users can interact with Pega Intelligent Virtual Assistant (IVA) to report an issue, open a case, or get help.

  • Conversational channels

    Conversational channels help organizations reach additional users of their enterprise applications. With conversational channels, users can seamlessly interact with a Pega Platform application to obtain help, request a service, and report or solve an issue by using Facebook Messenger, an embedded chat window, Amazon Alexa, or email.

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