Defining conversational channel behavior

Improve user experience in Pega Intelligent Virtual Assistant (IVA) by configuring the conversational channel behavior that fit the needs of your organization. You can add a conversation to a case type, add suggested cases, and define suggested responses for the IVA so that you speed up business processes for a Pega Platform application. You can also configure text analyzer settings and system responses to improve the artificial intelligence of the IVA.
Before you begin: Create a conversational channel to use as an IVA. For more information, see Creating a conversational channel.
  1. Configure the IVA to automatically collect case information through standard questions to users, by adding a conversation to a case type.
    For more information, see Adding a conversation to a case type.
  2. Configure the system to create a case in a Pega Platform application based on user input, by adding suggested cases in the IVA.
    For more information, see Adding suggested cases for a conversational channel.
  3. Configure the system to provide automatic responses to user actions by defining suggested responses for the IVA.
    For example: The system can authenticate, display text messages and a menu of options, or perform other actions as a response to user input.
    For more information, see Defining suggested responses for a conversational channel.
  4. Configure the IVA to use natural language processing (NLP) and adaptive analytics text analysis to provide the best response to user input, by configuring text analyzer settings.
    The IVA uses NLP to detect topics and entities that determine the best matched response to user input. For more information, see Configuring text analyzer settings.
  5. Optional: Modify the predefined system responses for standard events that happen during the interaction between the user and the IVA.
    For more information, see Configuring system responses for a conversational channel.
What to do next: Simulate a conversation and build an IVA. For more information, see Simulating a conversation and building a chatbot.