Common Scenarios

Panviva understands that today's organizations, rely on a broad range of applications and SaaS offerings to power their business processes.

This article discusses some common scenarios for integrations with the Panviva API suite. Before you read this article, please ensure that you have finished reading our "Getting Started" guide. The scenarios discussed are as follows:

  1. Integrating with Interactive Voice Response Systems (IVRs)
  2. Web site integration
  3. Integrating with Salesforce or Microsoft Dynamics
  4. Conversational Bots (chatbot) integration
  5. Event monitoring software integration
  6. Social media monitoring and response
  7. Internet-connected "smart" devices

Integrating with Interactive Voice Response Systems (IVRs)

The Panviva Live API extends Panviva's context, ensuring that the right content is displayed to the right user at the right time.

This API enables other applications to interact with Panviva and push a Panviva document to a specified user.

Instead of waiting for the user to ask for guidance or search for information, business rules in other applications can define these situations and then display the most relevant Panviva content for that situation. Relevant information is displayed on the user’s desktop without them having to do anything at all.

Web site integration

When a user navigates to a page, the web site makes a GET content call, then receives the content from a Panviva document and displays it as part of the page.

Integrating with Salesforce or Microsoft Dynamics

When the user navigates to a new tab or clicks on a specified field, the application makes a Live API call to display the document/search result to the user in Panviva. This function allows the relevant information to be embedded in the application, if desired.

This type of integration could also be used for other applications.

Chatbot integration

Chatbots can extract content from Panviva to use as answers to questions. While existing Panviva content can be used for this purpose, the best user experience is likely to occur when the content is written specifically for use by the chatbot. Content accessible by the chatbot could be limited to a folder, or only drawn from parts of existing documents tagged as suitable. For internal use, full content can be fetched in answer to a question, for example “@panvivabot how do I configure a router?”, which delivers the instructions directly into the chat application.

Event monitoring software integration

If the customer has event monitoring software installed (e.g. OpenSpan, Pega, Atlassian UI Path), it can be used to detect pre-defined events that lead to the display of Panviva documents. Examples include:

When a policy, process or price changes ...

When an employee opens a specified application screen and hasn’t read an updated Panviva document that relates to that screen, Panviva displays the latest version of the relevant document, making sure the user is kept up to date. This removes the need for email notifications and extra training every time a policy, process or price changes.

For compliance ...

When an employee enters an invalid or incorrect value in an application field, or doesn’t follow the approved process steps, Panviva displays the relevant document detailing the correct procedure.

Upsell opportunity ...

When a predefined set of values/actions are detected (for example, a customer of a certain age range purchasing a product/service, or a particular offer being made), Panviva displays information about upsell or cross-sell opportunities.

New product information ...

When an employee opens a customer record and the customer's product has changed, Panviva displays the new details for that product. This eliminates the need to search through mountains of information on the intranet, in multiple databases or in printed manuals to find the latest product information.

Checklists ...

Panviva can display a checklist before your employee starts data entry in a screen. For example, “Before you start, have you completed this, done that or finished this step?” including any manual tasks that need to be completed.

Social media monitoring and response

A custom application can monitor a social media feed, such as Twitter, to determine the hottest trends. It can then use this as a trigger to send an alert to a defined group of users with a link to the most relevant document so that they can respond appropriately on social media.

Internet-connected "smart" devices

When an event occurs on a "smart" or Internet of Things (IoT) device, Panviva Live API can display a document with related information. For example, a procedure for dealing with a particular fault that the device is experiencing or ordering information for a replacement in the case of a printer with a nearly empty toner cartridge.