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" ?
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.
Posted: 4 years ago
Posted: 20 May 2019 3:49 EDT
Vikas Raidhan (VikasRaidhan)
Senior Manager, Software Engineering, Customer Service Digital