Question
CAPGEMINI
SE
Last activity: 5 Feb 2019 13:30 EST
Difference b/n web chat and web chat bot
Can you anyone help me out to understand the difference between web chat and web chat bot ?
I am not able to find any clear differences.
Pegasystems Inc.
IN
Hi,
I will try to post something from what Pega states hope this clarifies things
https://community.pega.com/knowledgebase/articles/web-chatbot#widget
Hi,
I will try to post something from what Pega states hope this clarifies things
https://community.pega.com/knowledgebase/articles/web-chatbot#widget
Hope this helps, you would need to go through those links to understand better.
Thank you
CAPGEMINI
SE
Thanks.
I had gone through these links in prior to posting here.
Other than that Web chat bot requires Customer Service application, i am not getting any major difference in process perspective.
Will try to post any key changes if i find something .
Pegasystems Inc.
IN
Hi,
So your question sparked few doubts and I was checking our release notes and few other things.
So depending on which version you are, webchat bot has been moved to platform for 7.4 (no CS dependancy).
https://community.pega.com/knowledgebase/articles/introducing-pega-platform-74
So on overview there should not be any difference. But I would cross check on this and get back to you to confirm on any potential feature difference based on CS and platform capabilities.
Thank You
Pegasystems Inc.
IN
So as I said I was able to find one such difference here from our internal communication.
WebChatbot got moved into base platform and is available for use by Platform customers (with no CS dependency). However, the CS team have taken the base web chatbot capabilities and enhanced them within the CS layer. So the CS flavor does more than the platform chatbot e.g. escalate to agent and integration with Pega KM.
There is no document which highlights the difference,but I will try to post if I find anything new.
Hope this clear out the basic doubt.