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Challenge

Configuring a chatbot with Digital Messaging

5 Tasks

15 mins

Visible to all users
Beginner Pega Customer Service 8.6 English

Scenario

The business wants to let customers open an account by using digital messaging channel. The chatbots can handle this type of request and allow agents to focus on other customer issues. If needed, a chatbot session can be transferred to an agent.

Use the following credentials to log in to the exercise system:

Role

User name

Password

CS Administrator

CSAppAdmin

password123!

Your assignment consists of the following tasks:

Task 1: Create a parallel flow

Create a parallel flow for the Open a new account service case.

Task 2: Configure the conversation for the chatbot

In the case life cycle, configure parallel process by clicking the flow icon at the Initiate New Account Application Digital Messaging process.

Task 3: Build the Conversation

Configure a digital messaging channel to recognize when someone wants to open an account.

Build the conversation as follows:

Customer: Open account

Chatbot: Select the type of account you want to open:

  • Single Account
  • Joint Account
Single Account Joint Account
Let me get some of your personal details. What is your full name? How many account holders?

Please select your gender:

  • Male   
  • Female
  • Other

Who can operate the account?

  • Primary account holder
  • Secondary account holder
  • All of them
Note: Connect this to the Let me get some of your personal details. What is your full name? question shape.
What is your mobile number? (Please provide a valid phone number. For example, +91-9984124753)  
Enter your email address: (Please provide a valid email address. For example, xyz@gmail.com)  
Please enter your Date of Birth (MM/DD/YY).  
Great. We have all the information we need. Our customer service agent will contact you to get the confirmation on the details that you have provided.  

Task 4: Configure the digital messaging channel

Configure the digital messaging channel to use the Open a new account chatbot conversation.

Task 5: Confirm your work

Test your chatbot in the preview console in the Configuration tab. Enter Open account. Doing so triggers your case. Verify that you are asked the questions that you configured.

Challenge Walkthrough

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

Detailed Tasks

1 Create a parallel flow

  1. Log in as a system architect with User name CSAppAdmin using Password password123!
  2. In the navigation pane of App Studio, click Case types > Open a new account to open the service case.
  3. On the Workflow tab of the case, on the Initiate New Account Application stage, click the More icon.
  4. Click Add channel process > Digital Messaging.
    Digital Messaging

A parallel process for the digital messaging is added to the workflow.

Parallel process

2 Configure the conversation for the chatbot

  1. In the case life cycle, click the Flow icon to configure the parallel process.
    Flow
  2. On the flow, click the Add icon to expand the Digital Messaging-Process New Account Application step.
    Digital Messaging-Process flow
  3. On the canvas, right-click, and then select Add > Conversation > Ask a Question shape to add a question to the flow.
    Ask a question
  4. Select the new question shape and click Configure view to configure the conversation.
    Configure view
  5. In the Question type field, select Buttons.
  6. In the Message text field, enter the following message: Select the type of account you want to open:
  7. Click Add item to add the following option items:
    • Single Account
    • Joint Account
  8. To the right of Joint Account, select the Connector check box to build the navigational path in the flow.
  9. Click Submit.
    Buttons question type
  10. On the canvas, connect the configured question to the flow as shown in the following image.
    Build flow

3 Build the conversation

  1. On the canvas, right-click, and then select Add > Conversation to build the conversation for the following list of questions.

    Conversation

    Question type

    Message text

    Build Else path

    Ask a question

    Open ended

    Let me get some of your personal details. What is your full name?

    Open ended question type

    Ask a question

    Buttons

    Please select your gender:

    • Male
    • Female
    • Other
    Buttons

    Ask a question

    Open ended

    What is your mobile number? (Please provide a valid phone number. For example, +91-9984124753)

    Ask a question

    Open ended

    Enter your email address: (Please provide a valid email address. For example, xyz@gmail.com)

    Ask a question

    Open ended

    Please enter your Date of Birth (MM/DD/YY).

    Send a message

     

    Great. We have all the information we need. Our customer service agent will contact you to get the confirmation on the details that you have provided.

    Build Joint Account path

    Ask a question

    Open ended

    How many account holders?

    Ask a question

    Buttons

    Who can operate the account?

    • Primary account holder
    • Secondary account holder
    • All of them
    Buttons type
    Note: Connect the Joint Account path to the Let me get some of your personal details. What is your full name? question shape.

When complete, the flow looks like the following image:

Built the conversation
  1. Click Save to update the case.
  2. Click Stages & steps to go back to the case life cycle.
    Stages and steps
  3. Click Save.
    Now that you have successfully configured the parallel process for the digital messaging channel, you need to add the parallel process to your channel.

4 Use the digital messaging channel

  1. In the navigation pane of App Studio, click Channels to configure the digital messaging channel.
    Channels
  2. On the Current channel interfaces, select the already created digital messaging channel, Digital Messaging.
    Digital messaging channel
  3. On the Configuration tab, in the Content section, click Add case type to configure a new case type for the chatbot.
  4. Configure the Response section for the case type as follows:
    1. Case type: Opening a New Account
    2. Create case command: Open account
    Create command
  5. Click Submit to update the configuration.
  6. In the upper-right corner, click Save to update your chatbot configuration.

5 Confirm your work

  1. In the Preview console, enter a request, such as Open account. Doing so triggers your case.
    Note: Make sure the request uses the exact case command you entered in the Create case command field for the channel.
  1. Verify that you are asked the questions that you configured.


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