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.
A channel is the technology or an application with which a user interacts with your application. Pega Platform supports different types of channels. You add each channel separately to the system, and configure and extend each channel to fit the needs and requirements of your organization. For example, you configure an Email channel so that users can interact with your application by using an email bot. Users also interact with an application in a conversational way by using chatbots, the part of an application that runs natural language processing (NLP), decision-enabled analysis, case processing, and artificial intelligence.
You build Pega Intelligent Virtual Assistant (IVA) and Pega Email Bot as channels from the channel interface dashboard, to intelligently respond to users and run actions. A user can communicate with a Pega Platform application using one of the following integration components:
- Amazon Alexa
- Use voice commands to interact with an IVA for Alexa.
- Send email messages to interact with an email bot.
- Unified Messaging
- Send text messages with the integrated messaging platform using Apple Business Chat, Facebook Messenger, MMS/SMS (Twilio), Twitter, or WhatsApp Messenger. For more information, see Unified Messaging channel overview.
- Web Chatbot
- Send text messages in an embedded chat window on a web site to interact with an IVA for Web Chatbot.
- Pega Email Bot overview
Pega Email Bot is a bot system that intelligently interacts with your application to help users with their problems and speed up business processes. Interacting with an email bot through emails, users can more efficiently address their concerns and resolve problems, for example, by requesting more information and opening a business case in the system.
- 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.
- Conversational channel user roles
Pega Platform users with different roles create, train, and build Pega Intelligent Virtual Assistants (IVA) and Pega Email Bots, as well as triage cases. For example, a channel developer creates an Email channel and builds its behavior, by training the text analytics model to better detect the correct topics, language, sentiment, and entities. Once the email bot is in a production environment, a customer service representative (CSR) then triages the cases so that customer emails are promptly and correctly addressed.