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Configuring the Web Chatbot

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With Web Chatbot customers can type their questions or requests into a chat window that is accessible from a customer-facing web page and then get answers and guidance. In situations where customers cannot self-serve, it is possible to escalate the interaction through chat to a relevant queue.

Pega Customer Service provides a sample web chatbot channel so that you can quickly get started with the web chatbot configuration. The sample chatbot channel consists of the most frequently used case types and response commands, such as greeting, help, escalate, and thank you, to enable your web chatbot to handle real-time problems. Natural language processing (NLP) is used to detect the sentiments and trigger the corresponding actions. Some sentiments, such as greetings, escalation, thank you and help, are detected using artificial intelligence (AI) models and not using keywords. The AI models are more flexible and can learn based on the past usage.

This saves you time when setting up an initial web chatbot channel and helps you to directly start configuring the web chatbot widgets using this pre-defined channel.

If you do not want to use the sample web chatbot channel, you can configure a new web chatbot channel. For more information about creating a web chatbot, see Creating the Web Chatbot channel.

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