Chatbot - Questions in Interaction flow
Chatbot interaction object is of PegaCA-Work-Interaction-VA-WCB class. If we need to add any workflow with Question/Anwser, it is only effective in Service object (intent) case types. Adding Question shapes on Interaction flow has no effect on Chatbot conversation.
1) If we have non intent-specific or pre-requisite questions like verify customer, display a list of intents to choose, where do we add them?
2) Chatbot Greeting message is Text only, how do we preempt the customer questions with a starting message like "this is what a Chatbot can do.. and show a dropdown list of Case Creation options" ?
Pegasystems Inc.
IN
Questions only come up for service cases. Changing Interaction class flow will have no effect over the conversation.
You can display a list of intents to choose using 'Menu' type of command.
To prompt for starting message you can change pyDefault of PegaCA-Work-Interaction-VA-WCB to send outbound message of your choice. With latest platform/CS release you should get this OOTB.
Cognizant Technology Solutions
US
Thanks for the response. Is there a reason for restricting the Questions to Service cases only?
Just like how we do a Customer validation before loading interaction driver on a call interaction, it will be helpful to have Question shapes in Interaction workflow so that we complete the customer search/validation and then go on to Intent selection menu. Changing pyDefault will not allow back and forth messages for the Customer validation use case.
Pegasystems Inc.
IN
Some more information here
https://collaborate.pega.com/question/pega-webchat-interface-welcome-response