An interaction case stores a chat session between a customer and Pega Intelligent Virtual Assistant, such as a configured instance of an Email channel interface or a Facebook channel interface. Interaction cases help track information and resolve problems more quickly reported by customers of a conversational user channel.
Unlike cases, which are instances of a case type, interaction cases have the following characteristics:
You can view all interaction cases for any type of a channel interface by using the Application Explorer. You can also perform email triage of interaction cases for Pega Intelligent Virtual Assistant for Email, from the Case Manager portal.
The chat conversation details for a Pega Intelligent Virtual Assistant for Email session that are saved in an interaction case consist of input messages from the customer and replies from the customer service representative, starting from the very first chat to the last chat in the session.
If you configured an Email channel as a Pega Intelligent Virtual Assistant for Email, you also can automatically route the content in a received customer email message, or email triage interaction cases in the Case Manager that represent this email content. For example, you can transfer the interaction case to another user or a work queue, or spin off a specific case or business case of a case type.
You must purchase a separate license before using Pega Intelligent Virtual Assistant for Email in your application.