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Associate IVA for Web Chatbot responses with Knowledge Management articles (8.4)

To improve collaboration and knowledge sharing, and add value for users, you can integrate third-party Knowledge Management systems with Pega Intelligent Virtual Assistant™ (IVA) for Web Chatbot . During user interactions with a chatbot, the chatbot now displays a list of relevant Knowledge Management articles that users can then open in a new window by clicking a help icon.

You can associate multiple articles with chatbot responses in the context of the case conversation. The chat window displays a short description of the Knowledge Management article, so that the user remains within the context of the conversation. The user can also provide feedback to the Knowledge Management system by adding a rating and specifying whether the article was helpful. In addition, you can add to Pega Platform an out-of-the-box Knowledge Management system that is part of the Pega Knowledge application, which is part of the Customer Service range.

To configure a third-party Knowledge Management system with an IVA for Web Chatbot for your application, you must contact Pega Global Client Support (GCS).

The following is an example of a Knowledge Management article that the IVA now displays:

Sample Knowledge Management article
Sample Knowledge Management article
Sample Knowledge Management article

For more information, see Building a conversational channel and Creating a Web Chatbot channel.

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