Discussion

Ask the Expert - Pega Customer Service Chat and Messaging with Avishek Banerjee

Join Avishek Banerjee for this exciting session from February 11 - February 22 to learn more on how to provide Customer Service via Conversational Channels: Chat, Facebook Messenger and beyond!

Meet Avishek Banerjee: Avishek joined Pega in 2009 and after working on several Pega Platform UI teams, moved to Pega Customer Service group leading the development of Pega Chat and Pega Co-browse as Development Manager. In August 2018, he took on the role of a Product Manager for Pega Customer Service focusing on the Chat and Messaging capabilities. He is also the Product Manager for Pega Co-browse. Avishek works out of Pega’s office in Hyderabad, India. And when he’s not working, his dogs keep him very very busy (and healthy)!

Message from Avishek: Chat and Messaging are fast becoming the preferred channel for customers to engage with their service providers. Pega Customer Service is putting these channels at the front and center of the New Age Digital Contact Centers. Let’s talk about how you can make your customers successful with our out-in-the-open channels and the exciting new channels about to join the band!

Avishek Banerjee (@BANEA1 )

Ask the Expert Rules:

  • Follow the Product Support Community's Community Rules of Engagement
  • This is not a Live Chat - Our SMEs will reply to your questions over the course of this two-week event
  • Questions should be clearly and succinctly expressed
  • Questions should be of interest to many others in the audience
  • Have fun!

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February 11, 2019 - 3:39pm

Hi,

Have few question on pega chat install .

pega chat install guide has the following pre-req software . is that a minimum software version requirement or do we have to install the same version . there seem to be more newer version of  nodejs, redis and postpgres stable version now . our infr admin team want to get this confirmed . also, is  pegachat 8 backward compatible to pega cs that is on 7.2.1 ? . thanks for your help.

• Node.js v8.9.x application server
• Redis v3.2.x server
• PostgreSQL v9.5.x database

Pega
February 12, 2019 - 3:41am
Response to ROCHEB01

The Pega CS Chat Engine is developed using Node JS and Allied open source technologies. As you know, this is a very dynamic field and the pace of new versions coming out is very high. Although many of these versions are backward compatible, we need to test and certify against a specific version. Hence we pick the most recent stable version of our dependencies at the start of the release and develop and test on those versions. So, On-Premise customers should use only the versions that are mentioned in our documentation. We have found often that using a different version of the softwares causes malfunction and since we didn't use the versions our customers are using, we have limited ability to provide support.

In an effort to remove the burden of managing 3rd Party software in their IT setup, we offer Pega CS Chat Engine as a cloud hosted service as well. For all new customers we are offering only the cloud service. For all existing customers, we will continue to support upgrades to newer versions, but we encourage them to work with their account teams to explore paths to move to our cloud service.

Finally coming to backward compatibility support, Pega CS Chat Engine 8.1 is compatible with Pega CS 7.2. In fact any Chat Engine version is always compatible with older versions of Pega CS upto the 7.2.1 Customer Service version. If you find any compatibility problems, do send in support requests via GCS and we will be there to help out. 

February 12, 2019 - 9:06am
Response to Avishek

thanks for the info . i cannot find the latest pegachat 8.1 install guide on pdn . please, can the pega documentation team upload it . we can check the pre-req software version dependencies.

Pega
February 13, 2019 - 12:52am
Response to PONNADAK2

Since we are focusing on making the Pega Chat Engine primarily a cloud hosted service and making it much more integrated with Pega Customer Service, to improve the cost of ownership for our customers, we have discontinued the practice of On Premise Installation Guide. Having said that, we will continue to support all On Premise customers who intend upgrade to newer versions with documentation. If you are interested in upgrading, please raise an SR and we will provide you the documentation 1:1. Apologies that we cannot do it via this forum.

Pega
February 11, 2019 - 6:14pm

Hello Avishek,

Do you have any general rules of thumbs or thoughts regarding when Pega Chat is the preferred option over 3rd party chat tools such as Webex Teams, Slack, etc. Additionally where does Pega Pulse fit into this evaluation?

Pega
February 12, 2019 - 2:28am
Response to willt2

The general rule of thumb about Pega Chat comes from the correct utterance of the functionality :) . It is actually not Pega Chat. It is Pega Customer Service Chat. Webex Teams, Slack etc. are standalone Chat and Messaging products great for collaboration. Pega Customer Service Chat comes integrated into Pega Customer Service and thus offers the complete suite of customer service functions. So, if you want a bunch of people to collaborate in real time or send notifications about build code checkins please use Webex Teams etc. If you want to operate a contact center where the Chat communication channel is integrated into a Customer Service product, can automatically enable user identification and verification and leverage the power of AI, Pega Customer Service Chat is your solution.

February 12, 2019 - 7:33am

Hi Avishek,

As per Pega Customer Service installation guide, during installation of PegaCRM in Pega 8.1 Enterprise edition, the first step is to import the PegaCRM.jar file. While importing the jar file in Pega 8.1, I am getting the error "Import cannot proceed due to exception: java.lang.UnsupportedOperationException: Unsupported archive type: 6". You can also refer the attached screenshot. Can you please let us know why this is happening and steps to resolve the issue. Thank you for the help. 

Regards,

Debojyoti

Pega
February 13, 2019 - 12:40am
Response to Debojyoti Mukherjee

Hello Debjyoti,

As this question doesn't pertain to this topic, I would suggest you to post this in the general Customer Service forum or follow the regular support channels to get the matter resolved.

February 12, 2019 - 8:17am

Hi Avishek, what are some of the key considerations to implement Pega Chat in a support domain that is very transaction centric and where the business goal is to drive partners & customers to self serve? As a follow on my understanding is Self Service Advisor integrates (seamlessly) in Pega CS chat, can you elaborate on a typical set up and what it takes, not just technically but also for service owners, for that to be successful, again with an eye to self service. Thanks!

Pega
February 13, 2019 - 12:58am
Response to TonyPronk

Your understanding is pretty spot on. And you are heading in the direction where we want to take the Webchat capabilities - More Self Service. And the best way to do that upto Pega Customer Service 8.1 is to use SSA as the primary front for intercepting incoming service requests, guide customers through self service information (bot responses and knowledge articles) and then eventually escalating to Pega Customer Service Chat if the problem is not resolved. We suggest an upfront informational message on SSA informing customers how they can get to a CSR anytime they want (what's the command/text they need to type).

February 13, 2019 - 7:23am
Response to Avishek

Thank you!

February 12, 2019 - 9:08am

question on postgressql . is that the only supported db  ? is there a reason for that . i get these questions from my db admin team since oracle, db2 and sqlserver are the enterprise standard in our shop. need to justify .

Pega
February 13, 2019 - 4:18am
Response to PONNADAK2

At this time postgresql is the only supported DB with the Pega Customer Service Chat Engine. The primary reason is priority and time, nothing technical. The usage of the DB in Pega Chat Engine is very limited and is becoming lesser with every new release. And with Pega Chat Engine becoming a primarily cloud hosted service, the DB layer will be transparent to customer. So, the compulsion to add support for more DBs is limited. We will surely consider, if we find postgresql limiting our abilities in any way.