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Module

Interacting with customers using a chatbot

3 Topics

30 mins

Visible to: All users
Beginner Pega Customer Service '24.1 Pega Customer Service 8.7 English

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.

Finally, you learn how to configure a multilingual chatbot to support globally distributed customers.

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.
Configure a multilingual chatbot to support globally distributed customers.

Available in the following mission:

Pega Digital Messaging v4

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