Difference between revisions of "Seamless experience across Digital Messaging Channels"

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Seamless experience across Digital Messaging Channels
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{{Design pattern|Title=Seamless experience across Digital Messaging channels|Description=Achieve a seamless experience across Digital Messaging channels by following guidelines and performing several configuration steps in your system.|Version=8.6|Applications=Pega Platform|Capability Area=Conversational Channels|Owner=Menov}}
  
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==Digital Messaging channel==
|Request to Publish=Yes
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Pega Platform 8.6 introduces Digital Messaging (known as Unified Messaging in the previous versions) as a channel on the '''Channels and Interfaces''' page to facilitate chatbot capabilities when customers interact with business services for an organization by using various social messaging platforms like Facebook Messenger, Twitter, and WhatsApp.
|Curator Assigned=Gabriel Kutz
 
|Description=Seamless experience across Digital Messaging Channels|Version=8.6|Applications=Platform|Capability Area=Conversational Channels}}
 
  
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For more information about how to set up a Digital Messaging channel, see [https://community.pega.com/knowledgebase/articles/conversational-channels/86/creating-digital-messaging-channel Creating a Digital Messaging channel]. You configure the channel to initiate a case based on the intent identified from the customer’s incoming messaging. Pega Platform does this by running the customer’s message through a text analyzer rule, which uses natural language processing (NLP) to detect the correct intent. You specialize the case type rule for the BotAgent channel so that the system pushes relevant messages or questions back to the customer by using the social messaging channel in which they initiated the conversation from.
  
Enter your content below. Use the basic wiki template that is provided to organize your content. After making your edits, add a summary comment that briefly describes your work, and then click "SAVE". To edit your content later, select the page from your "Watchlist" summary. If you can not find your article, search the design pattern title.
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== Same case access using multiple channels==
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Once Pega Platform initiates a case, the system supports the case to get completed that is built into by using the same channel, and also supports the escalation to a customer service representative (CSR) when you use this feature in conjunction with a Customer Service application. There might be a case when a customer starts a conversation from one channel and then abandons the chat session midway. For example, consider a situation in which a customer wants to update information about their address. The customer can initiate the request to update their address using direct messages on Twitter. The channel rule detects the intent and starts the Address Change case. Based on the question shapes configured in the conversational flow, the chatbot responds by asking questions related to the new address, for example, ask about the effective date from which the new address is relevant. To learn how to configure a conversational flow in the system, see [https://community.pega.com/video-library/creating-conversational-flow-express Conversational flow].  
  
When your content is ready for publishing, next to the '''"Request to Publish"''' field above, type '''"Yes"'''. A Curator then reviews and publishes the content, which might take up to 48 hours.  
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It is possible that the customer leaves the conversation flow midway and then later wants to resume the same conversation from another social messaging platform, for example, by using Facebook Messenger. This capability is not built into the system. When the customer initiates a conversation from the second social messaging channel and the chatbot identifies the intent, the system treats this interaction as a new case and starts a new Address Change case. The chatbot proceeds by asking the same questions about the new address and effective date, which means that the customer has to repeat their answers that were already provided by using the first channel. This article provides a design pattern to seamlessly address this use case, so that the customer does not need to enter the same details again and gets an experience as though they are resuming the conversation that they abandoned in the first channel.
  
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For more information about the capabilities that are included in the system, see [https://community.pega.com/knowledgebase/articles/pega-customer-service-implementation-guide/84/supported-chat-and-messaging-features-channel Supported chat and messaging features by channel]
  
==Digital Messaging==
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Pega Platform 8.6 also includes a new feature called a channel hopper that allows the customer to transfer their current chat session from the Web Messaging chat window to any of the Digital Messaging channels, for example, Facebook Messenger or Twitter. To use this feature, the customer initiates the transfer from the Web Messaging widget. The customer then has a limited amount of time to complete the transfer from the other channel. For more information about this feature, see Pega Community.
Pega 8.6 has introduced Digital Messaging (Known as Unified Messaging in prior versions) as a channel in Channels and Interfaces to facilitate chat bot capabilities when customers reach out to a company through various social media platforms like Facebook, Twitter, WhatsApp etc.  
 
  
Refer to [https://community.pega.com/knowledgebase/articles/conversational-channels/85/creating-unified-messaging-channel Creating a Unified Messaging channel | Pega] for details on how to set up a Digital Messaging Channel. The channel can be configured to initiate a case based on the intent identified from the customer’s incoming messaging. Pega does this by running the customer’s message through a text analyzer rule, which uses NLP to detect the intent. The case type rule can be specialized for BotAgent channel so that relevant messages/questions can be pushed back to the customer via the social media channel they initiated the conversation from.
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==Suggested approach to achieving a seamless experience across channels ==
 
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To achieve a seamless experience across Digital Messaging channels, follow these steps and guidelines:
==Accessing the same case via multiple channels==
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#As the initial step for the conversational flow, introduce an activity or automation that uses a data page to fetch any Address Change case (described in this example) that the same customer instantiated in the past, which has an open status and for which the ''pxActiveChannel'' property is set to “''<code>BotAgent</code>''”. If required, you can define a condition to choose only cases that were instantiated in the last week or a specific timeline based on your own business requirements.
Once a case is initiated, out of the box, Pega supports the case to get completed via the same channel and even supports escalation to a human when this feature is used in conjunction with Customer Service application. But there can be cases when a customer starts a conversation from one channel and abandons it midway. As an example, let us consider that the Customer wants to update his address. They can initiate this request via twitter. The channel rule detects the intent and starts the Address Change case. Based on the question shapes configured in the conversational flow, the bot will respond by asking questions related to the new address, the date from which the new address needs to be effective etc. Refer to this link to understand how to configure a conversational flow : [https://community.pega.com/video-library/creating-conversational-flow-express Conversational flow]. It might so happen that the customer leaves the flow midway and then wants to resume the same conversation from another channel (for example facebook) at a later point of time. This capability is not provided out of the box. When the customer initiates a conversation from the second channel and an intent is identified, it is always treated as a new case and a new Address Change case is initiated. The bot will proceed with asking the same questions like new address, effective date etc, which means that the customer has to repeat his answers that he already provided through the first channel. This article provides a design pattern to address this use case seamlessly, wherein the customer need not enter the same details again and gets an experience as though they are resuming the conversation that they abandoned in the first channel.
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#If the system does not obtain any results from the data page, then we know that the current case is the first attempt from the customer. In this situation, you do not need to do anything else and the created case by the system can proceed normally. However, if the data page generates a result, this means that the customer previously attempted to proceed through an Address Change case. In this situation, you can open the old Address Change case by using the ID retrieved from the data page.
 
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#Copy over the properties that hold the answers from the customer to the question shapes from the old case to the new case.
Refer to this link for the capabilities supported out of the box [https://community.pega.com/knowledgebase/articles/pega-customer-service-implementation-guide/84/supported-chat-and-messaging-features-channel Supported chat and messaging features by channel | Pega]
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# Resolve the old case using the ''pxChangeStage'' API specifying the status as Duplicate, so that the case does not show up in future searches.
 
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#Each question in the conversational flow is only displayed to the customer when the property associated with the question is not empty. In this situation, when property values are copied from the old to the new case, the question is not displayed because the property value is not empty. For example, if you defined ten questions in the case and a customer only answered the first five questions as part of the first case, then the answers to these five questions are automatically filled out in the new case by the activity. As a result, the first five questions are skipped as the part of the new case since their property values are not empty. The customer then directly proceeds to the sixth question giving them the user experience of having resumed the initial case and not starting a new case from the beginning.
Also note that Pega 8.6 has introduced a new feature called Channel hopper which allows the customer to transfer their chat from the web to any of the digital messaging channels like FB, Twitter etc. For this capability, the customer has to initiate the transfer from the web messaging widget. They then have a limited amount of time to complete the transfer from the other channel. Please refer to pega community for more details on this feature.
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#If the system obtains results for the data page due to an old case, you can also route the case to a question shape to display a message that indicates that the chatbot already contains some information that the customer provided earlier. At this point, you can provide the customer with an option to either keep this previously entered data for the case and proceed to the next question, or enter the data for the case from the beginning.
 
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#If the customer selects to enter the data in a case from the beginning, then you can use a data transform to clear all the answer properties and the reset the case to the beginning, to the first question. If the customer selects to keep their previously entered answers, the system does not clear the properties, and as a result, skips the initial questions for which the customer provided answers, and continues the case from the question which was not yet answered by the customer.
==Listed below is one possible approach to achieving a seamless experience across channels==
 
1)    As the first step of the conversational flow, introduce an activity/automation that uses a data page to fetch any Address Change (In this example) case that has been instantiated by the same customer in the past, which has an open status and has pxActiveChannel property equal to “BotAgent”. If required there can be a condition to choose only cases that have been instantiated in the past one week or a timeline as suited to the business requirements.
 
 
 
2)    If there are no results obtained from the data page, it means that the current case is the first attempt from the customer. In this case, nothing else needs to be done and the case can proceed as normal. But if the data page has a result, it means that the customer attempted an Address Change case previously. In this case, open the old Address Change case, using the ID retrieved from the data page.
 
 
 
3)    Copy over the properties that hold the answers to the question shapes from the old case to the new case.
 
 
 
4)    Resolve the old case, using pxChangeStage API with status as Duplicate, so that it will not show up in searches in the future.
 
 
 
5)    Each question in the conversational flow gets displayed only when the property associated with the question is not empty. In this case, when property values are copied from old case to new, the question will not be displayed as the property value is not empty. If there were 10 questions in the case and customer had answered 5 questions as part of the first case, then the answers to these 5 questions will be prefilled in the new case by the activity. So the first 5 questions will be skipped as the part of the new case, as property values are not empty. The customer gets to see the 6<sup>th</sup> question directly that gives them the user experience of having resumed the initial case and not starting a new case from scratch.
 
 
 
6)    If a data page result is obtained due to an old case, the case can also be routed to a question shape to display a message that indicates to the user that the system already has some information that he provided earlier. At this point, the customer can be provided an option to choose whether they want to keep that old data or re-enter them.
 
 
 
7)    If they choose to re-enter, then the answer properties can be cleared using a data transform and the case can be directed to the first question itself. If they want to retain the answers, the properties will not be cleared, so it will skip the initial questions which have answers prefilled and resume the case from the question where there is no prefilled answer.
 

Latest revision as of 19:51, 11 June 2021

Seamless experience across Digital Messaging channels

Description Achieve a seamless experience across Digital Messaging channels by following guidelines and performing several configuration steps in your system.
Version as of 8.6
Application Pega Platform
Capability/Industry Area Conversational Channels



Digital Messaging channel[edit]

Pega Platform 8.6 introduces Digital Messaging (known as Unified Messaging in the previous versions) as a channel on the Channels and Interfaces page to facilitate chatbot capabilities when customers interact with business services for an organization by using various social messaging platforms like Facebook Messenger, Twitter, and WhatsApp.

For more information about how to set up a Digital Messaging channel, see Creating a Digital Messaging channel. You configure the channel to initiate a case based on the intent identified from the customer’s incoming messaging. Pega Platform does this by running the customer’s message through a text analyzer rule, which uses natural language processing (NLP) to detect the correct intent. You specialize the case type rule for the BotAgent channel so that the system pushes relevant messages or questions back to the customer by using the social messaging channel in which they initiated the conversation from.

Same case access using multiple channels[edit]

Once Pega Platform initiates a case, the system supports the case to get completed that is built into by using the same channel, and also supports the escalation to a customer service representative (CSR) when you use this feature in conjunction with a Customer Service application. There might be a case when a customer starts a conversation from one channel and then abandons the chat session midway. For example, consider a situation in which a customer wants to update information about their address. The customer can initiate the request to update their address using direct messages on Twitter. The channel rule detects the intent and starts the Address Change case. Based on the question shapes configured in the conversational flow, the chatbot responds by asking questions related to the new address, for example, ask about the effective date from which the new address is relevant. To learn how to configure a conversational flow in the system, see Conversational flow.

It is possible that the customer leaves the conversation flow midway and then later wants to resume the same conversation from another social messaging platform, for example, by using Facebook Messenger. This capability is not built into the system. When the customer initiates a conversation from the second social messaging channel and the chatbot identifies the intent, the system treats this interaction as a new case and starts a new Address Change case. The chatbot proceeds by asking the same questions about the new address and effective date, which means that the customer has to repeat their answers that were already provided by using the first channel. This article provides a design pattern to seamlessly address this use case, so that the customer does not need to enter the same details again and gets an experience as though they are resuming the conversation that they abandoned in the first channel.

For more information about the capabilities that are included in the system, see Supported chat and messaging features by channel

Pega Platform 8.6 also includes a new feature called a channel hopper that allows the customer to transfer their current chat session from the Web Messaging chat window to any of the Digital Messaging channels, for example, Facebook Messenger or Twitter. To use this feature, the customer initiates the transfer from the Web Messaging widget. The customer then has a limited amount of time to complete the transfer from the other channel. For more information about this feature, see Pega Community.

Suggested approach to achieving a seamless experience across channels[edit]

To achieve a seamless experience across Digital Messaging channels, follow these steps and guidelines:

  1. As the initial step for the conversational flow, introduce an activity or automation that uses a data page to fetch any Address Change case (described in this example) that the same customer instantiated in the past, which has an open status and for which the pxActiveChannel property is set to “BotAgent”. If required, you can define a condition to choose only cases that were instantiated in the last week or a specific timeline based on your own business requirements.
  2. If the system does not obtain any results from the data page, then we know that the current case is the first attempt from the customer. In this situation, you do not need to do anything else and the created case by the system can proceed normally. However, if the data page generates a result, this means that the customer previously attempted to proceed through an Address Change case. In this situation, you can open the old Address Change case by using the ID retrieved from the data page.
  3. Copy over the properties that hold the answers from the customer to the question shapes from the old case to the new case.
  4. Resolve the old case using the pxChangeStage API specifying the status as Duplicate, so that the case does not show up in future searches.
  5. Each question in the conversational flow is only displayed to the customer when the property associated with the question is not empty. In this situation, when property values are copied from the old to the new case, the question is not displayed because the property value is not empty. For example, if you defined ten questions in the case and a customer only answered the first five questions as part of the first case, then the answers to these five questions are automatically filled out in the new case by the activity. As a result, the first five questions are skipped as the part of the new case since their property values are not empty. The customer then directly proceeds to the sixth question giving them the user experience of having resumed the initial case and not starting a new case from the beginning.
  6. If the system obtains results for the data page due to an old case, you can also route the case to a question shape to display a message that indicates that the chatbot already contains some information that the customer provided earlier. At this point, you can provide the customer with an option to either keep this previously entered data for the case and proceed to the next question, or enter the data for the case from the beginning.
  7. If the customer selects to enter the data in a case from the beginning, then you can use a data transform to clear all the answer properties and the reset the case to the beginning, to the first question. If the customer selects to keep their previously entered answers, the system does not clear the properties, and as a result, skips the initial questions for which the customer provided answers, and continues the case from the question which was not yet answered by the customer.