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Digital Messaging channels

2 Topics

25 mins

Pega Customer Service 8.6
Visible to: All users
Beginner Pega Customer Service 8.6 English
This content will be archived in 21 days.

In this module, you learn how to configure a chatbot with Digital Messaging in Pega Customer Service™. In a live chat session, the customer interacts with a customer service agent. In a 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 parallel process to an existing case type by using a digital messaging channel
Configure the conversation for the chatbot
Configure the digital messaging channel

Available in the following mission:

Customer Service Developer

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