Question
EPAM Systems
CA
Last activity: 19 Nov 2018 23:27 EST
Creating cases through Alexa
Hi Team,
I have done the Alexa integration with Pega and it's working fine and looking to create cases while doing interaction and saw we have the code to create and but it is not working .Any help on this would be much appreciated.
Thanks,
Lalit
***Updated by moderator: Lochan to update platform capability***
Pegasystems Inc.
US
Hi Lilat,
You'll need to configure a 'create case' command in your Alexa channel that matches an intent in your Alexa skill. This will create the case in Pega which you can drive by using the question shape. Subsequent case processing intents should be prefixed with CaseAnswer_<Intent Name> in your Alexa skill.
-Skye
EPAM Systems
CA
Hi Skye,
Thanks for the reply!!
Yes I noticed that ootb code is creating interaction cases on Launch request and with Intent its creating cases for configured case type in Alexa channel. But unfortunately its creating cases for each question and also my Question is not getting mapped on interaction cases(W-) instead I can see value from NoMatch. Can you please help me on this.
Thanks,
Lalit
Pegasystems Inc.
US
Hi Lilat,
Once you've launched a case in the Alexa channel, any subsequent intents that will be used within the case dialog must be pre-fixed with CaseAnswer_ for the intent name in your Alexa skill. When an intent that is prefixed with CaseAnswer_ is received by your channel, it will keep processing through the case flow instead of invoking a new action in your channel.
-Skye
Tata Consultancy Services (TCS)
IN
Hi Skye,
I have integrated a PEGA application with Alexa and successfully created a case through Alexa channel. I have configured conversation (questions) using alexa channel parallel process. Created Intent for the possible answers for the conversation in my custom skill. The problem I am facing over here is I am getting the Intent name as the answer in the created case instead of answer/value which I gave through
Alexa. Do you have any idea on this. Your help will be much appreciated
P.S: Even I tried with your above suggestion of creating intent name with prefix CaseAnswer. But doesn't work . Attached some of the screen shots for your reference
Pegasystems Inc.
US
Hi Daniel,
To copy in slot data from Amazon you'll want to take a look at the getRequestParams data transform of class 'Code-Channel-Alexa-IntentRequest'. This is where the Alexa request data is copied into your application. You can extend this to copy the slot data to an intermediary page, and reference that page from your case to expose the data. Hope that helps.
-Skye
Tata Consultancy Services (TCS)
IN
Hi Skye,
Thanks for your response and it was helpful. I just explored the JSON configuration file generated in the Alexa channel in PEGA and found that we need to create a custom slot type for the created intent in amazon skill developer. As you said the intent name should be like CaseAnswer and the custom slot type should be with the name LIST_OF_ANSWERS_FOR_ALL_QUESTIONS. These names are standard and predefined in the configuration file generated in PEGA. So we need to follow the naming convention to capture the conversation in the PEGA application.