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Implementing an Intelligent Virtual Assistant for a conversational channel


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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.

Implement a conversational channel so that an IVA for an application responds to user interactions using artificial intelligence and natural language processing (NLP).

IVAs for Unified Messaging and Web Chatbot include a built-in preview console. You use the preview console to test the chatbot during the design phase, before moving the bot to a production environment. To help recognize the user's intent in responses more efficiently, you can also define text analyzer rules for a chatbot.

The process of creating a Pega Platform application, including the design and development of an IVA channel for a conversational channel, requires open rulesets. However, once an IVA is in a production environment, you can lock the rulesets. Only when you need to build models further, or change the IVA channel configuration while in a production environment, you must unlock the rulesets.
  1. Build a conversational channel.

    For more information, see Building a conversational channel.

  2. Record and train the data for the text analytics model in the IVA channel.

  3. Troubleshoot and upgrade the IVA channel.

  • 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 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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