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Adding case commands for a conversational channel

Suggest edit Updated on September 7, 2021

By defining case commands in the system, you ensure that Pega Intelligent Virtual Assistant™ (IVA) can create top-level business cases based on detected user input. As a result, you improve the completion of business processes that are requested by users in your application. Based on the analysis of a text message or a voice command, the chatbot matches the best case command for a topic, the detected subject matter, and then automatically creates a corresponding business case.

The chatbot can also automatically extract entities from user input, and then copy them to case properties. For example, when a customer requests a car insurance price quote in an interaction with the chatbot, the system automatically creates a Car Insurance case and asks follow-up questions about the customer's car and credit history.
Before you begin: Add a conversation to a case type. For more information, see Adding a case type conversation process for a conversational channel.

All case commands and response commands that you define are topics.

  1. In the navigation pane of App Studio, click Channels.
  2. In the Current channel interfaces section, click the icon that represents your existing Digital Messaging, Legacy Webchat, or Alexa channel.
  3. In the channel, click the Configuration tab.
  4. In the Content section, select a method for modifying a case command:
    • To add a new case command, click Add case type.
    • To edit an existing case command, click the Switch to edit mode icon for a case type.
  5. In the Case type list in the Create command window, select a case type that you want to create when the user enters a specific command.
  6. In the Create case command field, enter text that triggers the system to create the case.
    Through text analysis, a user command provides the input that determines the best case command type to create by the IVA.
  7. If the case command requires authentication, select the Requires authentication check box.For example: The following figure shows a chatbot configuration with an insurance quote case command that requires authentication:
    The Create command window with one create case command definition for an IVA
    The Create command window with a single create case command
                                definition and required authentication enabled for an IVA.
  8. Optional: To add more case commands, repeat steps 4 through 7.
  9. Click Submit.
  10. Click Save.
What to do next: Define response commands for the IVA. For more information, see Defining response commands for a conversational channel.
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