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Configuring a web chatbot

This module is designed for System Architects who want to learn how to configure a web chatbot in Pega Customer Service™.

In this module, you learn how to configure a web chatbot in Pega Customer Service™. In a live chat session, the customer interacts with a customer service agent. In a web chatbot session, the chatbot responds to a customer request, such as “I want to open an account,” by walking the customer through a set of questions. The chatbot gathers the required information and completes the service request. A chatbot can help reduce agent workload and provide customers with always-available service.

What you'll learn

By the end of this course, you will be able to successfully:

  • Add a web chatbot to an existing case type
  • Configure the chatbot conversation
  • Configure the chatbot channel
  • Test the chatbot
  • Understand the web chatbot architecture

Course Outline

  1. Configuring a web chatbot

    • Before you begin
    • Tell me what is a web chatbot
    • Show me how to configure a web chatbot
    • Let me configure a web chatbot
    • Quiz me on configuring a web chatbot
    • Before you leave

Choose Your Format

Need help choosing the best format? Learn More.

  • Skill Level

    Advanced

  • Duration

    1 hour

  • Platform Version

    8.2

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