Defining advanced Web Chatbot text analyzer configuration

Text analyzers process user input and look for matching responses. In the advanced text analyzer configuration for a Web Chatbot channel, you can specify several text analyzer definitions to provide the best response to users. User input is analyzed by the first text analyzer definition in the list, and if no match is found, the second text analyzer definition in the list, and so on, until a response is found.

You can specify whether each text analyzer runs within the context of a case, outside of the context of a case, or both. For example, if you have a case that allows users to buy airline tickets, you can run a text analyzer definition within the context of a case so that when the chatbot asks the user about when to book the flight, the response is automatically converted to a specific date.

  1. In a Web Chatbot channel interface, click the Behavior tab.
  2. Select the Use advanced configuration check box.
  3. Add a new text analyzer definition to the list:
    1. Click + Add text analyzer.
    2. In the Text Analyzer type list, click a text analyzer. For example, click iNLP, or Pega NLP.
    3. Optional: If you select the Pega NLP text analyzer, in the Text Analyzer rule field select a text analyzer rule that contains an NLP definition to use.
    4. Select the Apply in context of a case check box to specify that the text analyzer definition is to run during a process that is specified by a case.
    5. Select the Apply outside of case context check box to specify that the text analyzer definition is to run outside of a process that is specified by case.
    6. Click Submit.
  4. Optional: To configure a text analyzer definition, click the Switch to edit mode icon next to the text analyzer.