Enabling email attachments analysis during email triage

3 Tasks

10 mins

Pega Customer Service '25

Visible to: All users Applies to: Pega Customer Service '25

Beginner

English

Scenario

Your organization, U+ Bank, wants to accelerate the analysis of email attachments during triage to reduce manual review time and improve the identification of relevant information. The customer service team has requested that Pega Email Bot™ automatically detect entities in attached files when customers send emails with supporting documents.

Your assignment involves configuring the advanced Text Analyzer in Email Bot to always analyze email attachments and verify that the system can extract entities from attached files during email triage.

The following table provides the credentials you need to complete the challenge:

Role	User name	Password
Email client user	customer1	customer1
Customer service representative	CSCSR	password123!
Customer Service Application Administrator	CSAppAdmin	password123!

Your assignment consists of the following tasks:

Task 1: Configure email channel for attachment analysis and entity detection

In App Studio, in the MySupport email Channel, enable advanced configuration mode and configure the iNLP Text Analyzer to always analyze email attachments with entity detection for attached files.

Task 2: Test the end-to-end configuration using the email client

In the email client, create an email with an attachment that contains address information to test your email channel configuration.

Task 3: Verify entity extraction in the Interaction Portal

In the Interaction Portal, process the email and confirm that Email Bot successfully extracted entities from the attached file.

 

 

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

• Log In

Challenge Walkthrough

Detailed Tasks

1 Configure email channel for attachment analysis and entity detection

1. Log in to App Studio as the Customer Service Application Administrator:
   1. In the User name field, enter CSAppAdmin.
   2. In the password field, enter password123!
2. In the navigation pane of App Studio, click Channels.
3. On the Channels landing page, click My Support to update the Channel configuration
4. In the My Support Channel, click the Behavior tab.
5. In the Text Analytics section, select the Use advanced configuration checkbox.
6. To the right of the iNLP Text Analyzer type, click the Gear icon to open the Text analyzer configuration.
7. In the Analyze email attachments list, select Always.
8. To the right of the Entities, select the Apply for attachments checkbox.
9. Click Submit.
10. Click Save.

2 Test the end-to-end configuration using the email client

1. Click this link to download the file New Address Details to your computer. 
   New Address Details.docx (13.18 KB)
2. On the exercise system landing page, click Application Switcher, and then click Web Email.
3. Log in as the Email Client user:
   1. In the User name field, enter customer1.
   2. In the Password field, enter customer1.
4. In the left pane, click Mail to access the Inbox.
5. In the header, click Write mail to compose a new email.
6. In the To: field, enter [email protected].
7. In the Subject: field, enter Moving.
8. In the message text box, enter Hello! I'm moving and want to update my address. Please see the attached file with the details.
9. In the header, click Attachments, and then click Attach file.
10. Locate the file you downloaded, click Open to attach the file, and then close the window.
11. Click Send message.
12. In the left pane, click Log off, and then click Log off again to leave the email client.

3 Verify entity extraction in the Interaction Portal

1. Log in to Pega Customer Service™ as Customer Service Representative:
   1. In the user name field, enter cscsr.
   2. In the password field, enter password123!.
2. In the navigation pane of the Interaction Portal, click My open emails, and then click Get next email.
   Note: It can take up to two minutes for the case to get created after you send the email.

3. In the Email pane, click the Expand icon to review the color-coded address details that the Email Bot has identified as entities from the attached file. The entities are used to fill the associated properties in the Address Change case.
4. Confirm the entries.
5. Complete the Address Change case:
   1. Click Submit.
   2. Click Done.
   3. Click Wrap-up, and then click Submit to complete the Case.

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Available in the following mission:

• Email Bots for Pega Customer Service v9