Web Chatbot channel behavior

To provide a meaningful user experience for a conversational Web Chatbot, you can configure its behavior to fit the needs of your organization. You can configure the predefined system responses, a list of text analyzer definitions, and the interaction time-out for a Web Chatbot that is used as a Pega Intelligent Virtual Assistant.

System responses

You can customize system responses for standard events that happen during an interaction between a user and the chatbot application. You can define additional custom responses when configuring the content for the chatbot.

Welcome - Displays a welcome message to the user of the chatbot on their first interaction with the channel.
No match - Displays a warning that no matching command was found based on the user input.
Multiple matches - Displays a stating that multiple commands matched the user input.
Internal error - Displays a message that a system error occurred for the chatbot.
Authentication - Displays a message prompting a user to authenticate.
Authentication-Success - Displays a success message immediately after a user has successfully authenticated.
Authentication-Fail - Displays a failure message immediately after a user has failed to authenticate.

Text analyzer

A Web Chatbot analyzes user input to determine a response based on an exact match or by using defined topics. Defining topics help to obtain a better response to user input using natural language processing (NLP).

Options

You can enable interaction time-out and define the number of minutes of inactivity after which the Web Chatbot times out of the user session. You can also enable authentication time-out and define the number of minutes after which the Web Chatbot times out from the time the user has successfully authenticated.