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Configuring a web chatbot

2 Topics

20 mins

Visible to all users
Advanced Pega Customer Service 8.5 English

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.

After completing this module, you should be able to:

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

Available in the following mission:

Customer Service Developer

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