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

You can improve collaboration and knowledge sharing, and add value for users of Pega Intelligent Virtual Assistant™ (IVA) for Web Chatbot through integration with Knowledge Management systems. During user interactions with an IVA for Web Chatbot, the system now displays a list of relevant Knowledge Management articles that users can then open in a new window.

You can associate multiple articles with IVA 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.

The following is an example of a Knowledge Management article for the IVA for Web Chatbot:

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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