Pega Intelligent Virtual Assistant
Pega Intelligent Virtual Assistant™ (IVA) is a Pega Platform™ feature that enables the extension of any Pega Platform enterprise application to offer a simple, conversational user experience by receiving and automatically replying to text messages from users. The feature uses natural language processing (NLP) and text analytics to deliver personalized engagement or responses based on individual customer information, past conversations, and location, leveraging the corporate knowledgebase and human insight.
Virtual assistants versus chatbots
Virtual assistants and chatbots are often used interchangeably without realizing that there is actually a difference between the terms. Chatbots and virtual assistants differ in various aspects though there are similarities in the technical foundations. Organizations are actively and significantly utilizing Chatbots and virtual assistants for automating business processes.
It is important that a lead system architect (LSA) identifies the difference between the Intelligent virtual assistant and the chatbot as shown in the following table.
| Virtual assistants | Chatbots | |
|---|---|---|
| Interactions | Virtual assistants are an extended version of a chatbot that can manage complex interactions. | Chatbots are designed to respond to questions within their learned set of knowledge. |
| Language | Virtual assistants focus on NLP and natural language understanding (NLU). | Chatbots lack high language processing skills. |
| Human Emotions | Virtual assistants interact with users in a more intuitive way, it understands human emotions | Chatbots lack a basic understanding of human emotions. |
| Response | Virtual assistants assist users in performing tasks with possible options , it is not just single response | Chatbots usually respond in a single-line response. |
Intelligent Virtual Assistance solution approach
Implement a conversational channel so that an IVA for an application responds to user interactions by using artificial intelligence and NLP. Following are a few points that need to be considered while implementing conversational channels.
- Provide customers with a convenient chat functionality from anywhere in a Pega Platform application by sending text messages or using voice commands in a simple question-and-answer form.
- Teach the system to recognize different types of input in a chat conversation to enable IVA in an application to react to customer requests.
- Ensure that the IVA learns from the training records and detects the correct topics and entities, and then apply the training changes to the text analytics model for the system.
For more information about Intelligent Virtual Assistant, see Pega Intelligent Virtual Assistant overview.
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