Pega Intelligent Virtual Assistant
Pega Intelligent Virtual Assistant (IVA) is a Pega Platform™ feature that enables the extension of any Pega Platform enterprise application to offer a simple, conversational user experience (UX) by receiving and automatically replying to text messages from users. The feature uses natural language processing (NLP) and text analytics to deliver personalized engagement or responses based on individual customer information, past conversations, and location, leveraging the corporate knowledgebase and human insight.
Virtual Assistant versus chatbots
Virtual Assistants and Chatbots are often used interchangeably without realizing that there is actually a difference between the terms. Chatbots and Virtual Assistants differ in various aspects though there are similarities in the technical foundations. Organizations are actively and significantly utilizing Chatbots and virtual assistants for automating business processes.
It is important that a lead system architect identify the differences between IVA and chatbots as shown in the following table:
| Virtual Assistant | Chatbot |
|---|---|
| Virtual assistant is an extended version of chatbot that can manage complex interactions. | Chatbots are designed to respond to questions within their learned set of knowledge. |
| Virtual assistants focus upon NLP and Natural language understanding (NLU). | Chatbots lack high language processing skills. |
| Virtual assistants interact with users in a more intuitive way. | Chatbots lack the basic understanding of human emotions. |
| Virtual assistants assist users in performing tasks. | Chatbots usually respond in a single-line response. |
Intelligent Virtual Assistance solution approach
- Implement a conversational channel so that an IVA for an application responds to user interactions using artificial intelligence and NLP.
- Provide the users with a convenient chat functionality from anywhere with a Pega Platform application by sending text messages or using voice commands in a simple question and answer form.
- Teach the system to recognize different types of input in a chat conversation to enable IVA in an application to react to user requests.
- Ensure that the IVA learns from the training records and detects the correct topics and entities, and apply the training changes to the text analytics model for the system.
For more information on the Intelligent Virtual Assistant, see Pega Intelligent Virtual Assistant overview.
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