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Question

 Ruben Viggers (RUBENV30)
SoftServe
Senior System Architect
SoftServe
MX
RUBENV30 Member since 2017 5 posts
SoftServe
Posted: Sep 9, 2020
Last activity: Sep 11, 2020
Posted: 9 Sep 2020 22:42 EDT
Last activity: 11 Sep 2020 16:28 EDT
Closed

Can we integrate Pega Chat Live with Google dialog flow chatbot

Can we do human agent handoff from  Google Dialogflow chatbot to Pega Live chat? 

Does Pega chatbot support Spanish support for context and emotion understanding(NLP)?  

I there some reference to create an initial POC?

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Pega Customer Service for Financial Services 8.1
Conversational Channels
Financial Services
Lead System Architect

Posted: 4 years ago
Posted: 11 Sep 2020 16:28 EDT
Brett Allen (BrettAllen)
PEGA
Principal Technical Architect
Pegasystems Inc.
US

You could hide the Google chatbot when a customer wants to chat and launch the Pega chatbot mashup with a direct escalation to the Chat With Agent case.

Pega Chat currently uses Pega's Web Mashup capability and is an escalation path from Pega's chatbot channel.  There is a setting available that allows the chatbot to be bypassed and a Chat With Agent invoked immediately.  The process is described here: https://community.pega.com/knowledgebase/articles/pega-customer-service/84/escalating-chat-requests-directly-agent

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