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Interacting with customers using a chatbot


2 Topics

20 mins

Visible to: All users
Beginner Pega Customer Service 8.6 English
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In this module, you learn about the Web Messaging bot and its configuration options. You also learn how to configure a chatbot with Digital Messaging in Pega Customer Service™. Typically, in a live chat session, the customer interacts with a customer service representative (CSR). In contrast, in a chatbot session, the chatbot responds to a customer request by walking the customer through a set of pre-defined questions. The chatbot gathers the required information and completes the service request.

After completing this module, you should be able to:

List the Web Messaging bot options
Add a parallel process to an existing case type by using a digital messaging channel
Configure a conversation for a chatbot
Configure a digital messaging channel

Available in the following mission:

Pega Digital Messaging

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