Conversational Channels
Go beyond chatbots with an intelligent virtual assistant.
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Pega® Intelligent Virtual Assistant is a conversational user channel through which users interact with a Pega Platform application. Users can interact with a Pega Platform application in multiple ways.
Watch: Conversational UI in Pega | Release notes | Conversational user channels
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Browse the information below to discover how to manage a conversational user channel.
Use Amazon Alexa channel
When you set up the Amazon Alexa channel as a Pega Intelligent Virtual Assistant, users can interact with a Pega Platform application through voice commands. You can define additional customer responses to fit the business needs of your organization. You can also connect all your customer data sources.
Obtain and install the Alexa channel component from Pega Exchange. Next, configure the component as a channel interface on the Amazon Developer portal and in the Pega Platform settings.
Download the Amazon Alexa channel
Set up the Amazon Alexa chatbot
Use Email channel
When you set up the Email channel as a Pega Intelligent Virtual Assistant, users can send email messages to a Pega Platform application. You can set up intelligent routing of emails by defining routing conditions based on text entity, category, and sentiment analysis. Through intelligent routing, received email content is automatically routed to an operator or to a work queue as an email triage case, or a top-level case is created.
Configure the Email channel as a channel interface so that email instantiation is automatically configured for the selected case.
Configure the Email channel
Configure routing conditions
Email triage an interaction case
Use Facebook channel
When you set up the Facebook channel as a Pega Intelligent Virtual Assistant, users can communicate with a Pega Platform application by using Facebook Messenger. You can define additional custom responses to fit the business needs of your organization and to extract the intent of users with the natural language processing (NLP) and text analytic capabilities. By using the preview console you can test whether the configured Facebook channel works correctly before moving it to a production environment.
Obtain and install the Facebook channel component from Pega Exchange. Next, configure the Facebook channel as a channel interface on Facebook, the Facebook developer portal, and in the Pega Platform settings.
Download the Facebook channel
Set up the Facebook chatbot
Configure the Facebook channel
Use WebChat channel
When you set up the WebChat channel as a Pega Intelligent Virtual Assistant™, users can embed the standard chat capability on any website to communicate with a Pega Platform™ application. The WebChat channel does not require any additional accounts or third-party installations. You can also customize the look-and-feel of the WebChat channel so that it fits the style used by a website.
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