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Pega recently launched "Pega Intelligent Virtual Assistant". It is an Artificial Intelligence (AI) powered bot that turns normal application into smart assistants on any channel. It turns all the channels into intelligent assistants and make personalized customer service. It anticipates the user needs and makes smart suggestions. This uses natural language processing (NLP) and text analytics to deliver hyper-personalized engagement.
Find the next flight departure? Get product recommendations? Need to find out the status of a claim? Want to talk to an agent? Pega IVA is an extension to CSR and relieve them in redundant and time-consuming tasks. Irrespective of any channel, Pega IVA keeps the context in sync to provide meaningful conversations to customers.
Pega IVA also leverages Predictive Analytics and Pega Decisioning to provide right action to the customers.
A banking bot alerts a customer checking her balance on Alexa to any suspicious charges, opens a charge dispute, and orders a new card – all in the same session or chat.
A mobile service provider bot helps a subscriber on Facebook Messenger understand why he or she went over his/her data limit, suggests a plan better suited for the subscriber, and immediately activates it so he can continue to stream.
Currently, pega has integrated these bots and provides pre-built connectors to following channels:
Facebook
users can communicate to pega platform via Facebook channel. Pega IVA analyzes the incoming user message and passes through text analytics. It responds back to the user and launches appropriate cases by understanding the customer intent. Any additional responses can be defined easily that fits our business needs.
To create a facebook bot, we need to create a face book page and generate the access token through facebook developer portal. In pega, we need to create a new facebook channel and then initialize with the access tokens and ids generated by facebook developer portal. That's it, now the facebook bot is ready to interact with customers.
Email Channel
Users can send email to Pega Platform. For example, to get a bank statement or to send updated address etc. This email passes through Natural Language Processing and pega fetches the intent and sentiment out of it. Pega IVA is intelligent enough to automatically route the Email to the specific work basket or operator work list. It can also suggest the relevant cases to launch by the CSR and automatically recommends response template to the operator.
In order to configure Email Smart Assistant, Just we need to configure a email listener and email account and associate it with an email channel.
Alexa
When you integrate Pega Intelligent Virtual Assitant with Alexa, user can interact with pega platform through voice commands. For example we can get register a complaint or ask for status. The configuration is very simple and can configure any additional responses.By using the preview console, we can test the functionality during the design time.
In order to configure this, we have to amazon portal and create a new amazon skill. This Amazon skill provides a built-in set of capabilities for alexa. All the ids generated in amazon developer should be associated to Alexa channel in pega platform.
SMS Channel
Pega IVA supports normal mobile SMS channel and performs operations on the pega platform based on the users request. Users can ask for status, seek assistance through normal SMS channel and bot responds and creates use cases on behalf of a human CSR. We need to configure our mobile on Tropo developer portal and then associate it to SMS channel in pega platform.
In future, we will see more enhancements to the IVA implementations in the latest pega releases. Please write to us
pegaguide@gmail.com if you stuck with any configuration issues while using IVA.
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