Self-service Interactive Voice Response (IVR)
Using the IVR-IVA (Interactive Voice Response – Intelligent Virtual Assistant) API and channel configuration, Pega Customer Service delivers customer self-service over Interactive Voice Response (IVR) systems.
The IVR-IVA API is an open, public API that any modern IVR system can use to exchange data with Pega Customer Service. The IVR-IVA channel parses the events or user inputs from the API to execute the corresponding actions.
- IVR-IVA API
- The IVR systems can send the following events to the IVR-IVA API:
Event Description get_contact Fetches the contact details against Automatic Number Identification (ANI) and links the current interaction to the corresponding contact in Pega Customer Service run_case Runs the corresponding case type in the user input by using the IVR-IVA channel cancel_case Cancels the ongoing service case with Resolved-Withdrawn status by using the IVR-IVA channel call_end Terminates the current interaction with Resolved-Withdrawn status by using the IVR-IVA channel
- When the IVR does not specify an event name, the IVR-IVA API uses the utterance parameter in the user input to invoke the corresponding channel response.
- For more information, see IVR-IVA API
- IVR-IVA channel
- The IVR-IVA channel
the four out-of-the-box events supported by the IVR-IVA API by default. When an
IVR system sends an event notification to the API, the IVR-IVA channel
the corresponding channel action, such as gathering contact details against ANI
or running a case type. Additionally, you can define custom channel responses to
extract user intent with natural language processing (NLP) and text analytic
capabilities. You can access the full transcripts and service case history
For more information, see Creating the IVR-IVA channel
Self-service IVR feature provides the following topics: