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Modifying chatbot response questions

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Ensure that Pega Intelligent Virtual Assistant™ (IVA) asks the correct follow-up questions to user input, by modifying the chatbot responses. By simulating a conversation and modifying chatbot response questions in the preview console, the IVA learns how to obtain additional clarifying information about the correct case type from the user in a quick and conversational manner.

For example, in a request for a car insurance quote, during a user interaction, an IVA asks questions about the make, model, and year of production of the car, and then automatically stores the answers in the properties of the business case.
For the IVA to respond to user input by asking questions, add a conversation to a case type for your application. For more information, see Adding a case type conversation process for a conversational channel.
  1. In the navigation pane of App Studio, click Channels.

  2. In the Current channel interfaces section, click the icon that represents your existing Alexa, Digital Messaging, or Legacy Webchat channel.

  3. In the channel, click the Behavior tab.

  4. At the top of the preview console, turn on the Show analysis switch.

  5. In the preview console, in the right panel, enter a command.

    To request a car insurance quote, enter: I would like to request a car insurance quote.
    The preview console starts a Car Insurance case and displays a follow-up question, for example: What is the make of the foreign-made car?
  6. To view additional options for the displayed question, click the View folder contents icon below the question in the preview console.

  7. In the Edit question window, in the Question text field, edit the text for the question.

    To have the IVA ask a question about any car make, enter the following text: What is the make of the car?
  8. Optional:

    To map the follow-up question from the IVA to a property, edit the Map answer to property field.

    To map a response to a property requesting the make of a car, enter .Make.
  9. Click Save.

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