Pega Intelligent Virtual Assistant
Virtual assistants, or Intelligent Virtual Assistants (IVAs), can simulate human conversation and help users. They are designed to interact with users in a natural language and provide relevant information or perform tasks based on the requests of users. Organizations can deploy IVAs across various channels such as web chat, messaging platforms, voice assistants, and mobile. IVAs include the following key features:
- Natural language processing (NLP): Virtual assistants use NLP to understand and interpret user messages, which allows for more accurate and human-like interactions.
- Machine learning: IVAs use machine learning algorithms to learn from user interactions and improve their responses over time.
- Integration with backend systems: IVAs can be integrated with backend systems, such as CRM, ERP, and knowledge management systems, to provide relevant information to users.
- Multi-Channel support: Organizations can use IVAs across multiple channels, such as web chat, voice assistants, and messaging platforms, to provide a seamless user experience.
IVAs provide the following benefits:
- 24/7 availability: IVAs can provide round-the-clock support to customers and users, which reduces the need for human intervention.
- Increased Efficiency: IVAs can handle multiple requests simultaneously, which reduces wait times for users and increases efficiency.
- Personalization: IVAs can provide personalized assistance to users based on their preferences, history, and behavior.
- Cost savings: IVAs can reduce operational costs by handling routine and repetitive tasks, allowing human agents to focus on more complex tasks.
- Scalability: IVAs can handle many requests and can be easily scaled up or down based on demand.
Pega Intelligent Virtual Assistant
Pega Intelligent Virtual Assistant™ provides an opportunity to communicate with Pega applications using various social messaging platforms. Basically, Pega IVA is a chatbot technology. Pega IVA is one of the channels that facilitate interaction with Pega applications in an easier way.
Pega IVA is more helpful Pega Customer Service™ applications where customers can receive answers to their questions. If questions are simple text, then they can use chatbots. If query to ask is big or want to use the service, then they can send email, then Pega IVA uses text analysis to understand the sentiments and ask of the email, send automated reply or creates a triage case.
Different types of users interact with an IVA for an application are as below:
-
End User
-
Developer
-
Admin
-
CSR / Manager / Actor who required to act
For more information, see Creating and configuring an Intelligent Virtual Assistant.
IVA solution approach
Implement a conversational Channel so that an IVA for an application responds to user interactions by using artificial intelligence and NLP. Consider the following points while implementing conversational Channels:
- Enable customers to access chat functionality from anywhere in a Pega Platform application by sending text messages or using voice commands in a straightforward question-and-answer form.
- Train the system to recognize different types of input in a chat conversation to enable the IVA in an application to respond to customer requests.
- Ensure that the IVA learns from the training records, detects the correct topics and entities, and then applies the training changes to the text analytics model for the system.
For more information about Intelligent Virtual Assistant, see Pega Intelligent Virtual Assistant overview.
Check your knowledge with the following interaction:
This Topic is available in the following Module:
Want to help us improve this content?