Maartje van Diepen - Harkema (Maartjev)

Maartjev Member since 2017 1 post
Posted: December 1, 2020
Last activity: December 9, 2020
Posted: 1 Dec 2020 3:09 EST
Last activity: 9 Dec 2020 4:53 EST

Unified messaging - transferring to other channel


Can anyone explain to me how Pega understands who the customer is? If i'm in a chatbot conversation on my laptop on the website of the compagny and i want to transferr the contact to my whatsapp, on my phone. How does the chat know to what whatsapp it needs to be transferred? 

Are you then dependend on the customer data we have? I see this as a powerfull tool, but i am unsure if it will work in our compagny. 

We are working with the Pega Customer Service for insurance framework and have connected it to BPM. We are starting with Customer Interaction Dialogue Cases and DX API. If we can connect the CID cases to the chatbot and the chatbot is able to service multiple channels this could be a very strong feature. 

***Edited by Moderator: Pooja Gadige to add platform capability tag, to add product details tag***
Pega Unified Messaging Edition 1.0 Pega Customer Service Conversational Channels Data Integration Insurance Product Owner