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Implementing an Intelligent Virtual Assistant for a conversational channel

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Provide users with the ability to ask for help or report issues in your application by sending text messages or using voice commands in Pega Intelligent Virtual Assistant™ (IVA). The chatbots that you design in the system interact with users in a simple question and answer form, by using artificial intelligence and natural language processing (NLP). The convenient chat functionality for your application is available across multiple messaging platforms and ensures that you instantly provide essential business services to users in a consistent way.

For example, users can quickly request help in an application by interacting with your chatbot that is available on Apple Business Chat, Facebook Messenger, WhatsApp, and other messaging platforms.

IVAs for Digital Messaging and Legacy Webchat 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, unlock the rulesets.
To learn about new chatbot and email bot features in Pega Platform version 8.6, see the What's New in Conversational Channels video on Pega Community.
  1. Build and configure a conversational channel:

    1. Create an IVA for Digital Messaging so that users can interact with your application by using the Apple Business Chat, Facebook, SMS/MMS, Twitter, Web Messaging, and WhatsApp messaging platforms.

      For more information, see Creating a Digital Messaging channel.
    2. Define conversational channel behavior.

      You define conversational channel behavior by creating stand-alone conversation processes or conversation processes for 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.
  2. Record and train the data for the text analytics model in the IVA channel.

    For more information, see Training the model for the IVA channel.
  3. Troubleshoot the IVA channel.

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