Verifying chatbot responses

To ensure that Pega Intelligent Virtual Assistant (IVA) responds correctly to user requests during a chat session, you can first simulate conversations with the chatbot and then verify the responses in the preview console for a conversational channel. As a result, the system becomes more responsive and improves its text analysis and artificial intelligence. For example, you can ensure that the system correctly detects topics and entities relating to car insurance, when a user asks for a car insurance quote in their chat session.

Before you begin: Perform the following tasks to prepare an IVA channel for simulation in the preview console:

Add a conversation to a case type. For more information, see Adding a conversation to a case type.
Add suggested cases for an IVA. For more information, see Adding suggested cases for a conversational channel.
Define suggested responses for an IVA. For more information, see Defining suggested responses for a conversational channel.

Update the subject matter detected in user input.
For more information, see Correcting and accepting a detected topic.
Modify and accept the entities detected in user input.
For more information, see Validating detected entities.

What to do next: Ensure that the IVA learns from the corrected topics and validated entities by building the text analytics model.