Routing email based on content

4 Tasks

15 mins

Pega Customer Service '23

Pega Customer Service '24.2 Pega Customer Service '24.1 Pega Customer Service 8.8 Pega Customer Service 8.7 Pega Customer Service 8.6 Pega Customer Service 8.5 Pega Customer Service 8.4

Visible to: All users

Intermediate

Pega Customer Service '23

English

Scenario

U+ is a major company in the financial industry that wants to improve engagement with customers. U+ has recently opened an email channel where customers can initiate contact for any needs or issues. Issues include administrative emails (for example, an address or email change), bill payments, and complaints. Due to the large volume of incoming emails, U+ has decided to use AI and use intelligent email routing to simplify their work.

Currently, only a basic email routing system is in place -- all emails are routed to a single department. A human must scan through the email and manually route it to the appropriate department. Also, several entities, such as account numbers and email addresses, are extracted.

In this phase of the implementation, U+ wants to set up automatic routing for two topics. Emails detected as address changes must be routed to the Account Maintenance department, and emails detected as complaints must be routed to the Complaints department.

Use the following credentials to log in to the exercise system:

Role	User name	Password
Email client user	Customer1	password
Customer Service Representative	CSCSR	password123!
Customer Service Application Administrator	CSAppAdmin	password123!

Your assignment consists of the following tasks:

Task 1: Send emails to test current routing rules

As a customer, send two emails to U+. In the first email, you request an address change. In the second email, you raise a complaint.

Task 2: Verify that the emails are routed to the same queue

As a CSR, verify that both emails are routed to the same work queue. Also, notice that the current system can already use text analytics to detect the Address Change topic in the email requesting an address change.

Task 3: Add a new suggested case and configure keywords

As a CS Application Administrator, add a new suggested case called File a complaint, which is valid when the keywords complaint, wrong, angry, upset, urgent, urgently are found.

Task 4: Route emails based on the topic detected

Configure the email interface to route emails to Account Maintenance department when the topic detected is Address Change and to route emails to the Complaints department when the topic detected is File a complaint.

 

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 Send emails to test current routing rules

1. Open the exercise system landing page, and then click Email.
2. Log in as the Email client user with user name customer1 and password password.
3. In the left pane, click Mail to access the Inbox.
4. In the header, click Write mail to compose a new email.
5. In the To: field, enter [email protected].
6. In the Subject: field, enter Moving to a new house.
7. In the message, add the following: Dear U+, I would like to inform you that I have a new address: 222 West Las Colinas Blvd., Irving, TX 75039, USA. Also, I have a new email address: [email protected]. Regards, Sara
8. Click Send message.
9. In the header, click Write mail to compose a new email.
10. In the To: field, enter [email protected].
11. In the Subject: field, enter Something went wrong.
12. In the message, add the following: Dear U+, I am very angry about an issue with my account. My recent payment was not deducted from my balance owed. I've always paid on time. Please check this issue immediately. Regards, Sara
13. Click Send message.
14. In the left pane, click Log off, and then click Log off again to leave the email client.

2 Verify that the emails are routed to the same place

1. Log in as a Customer Service Representative with user name CSCSR using password password123!.
2. In the left navigation, click My open emails.
   
   Note: The Intelligent routing is set up for all types of emails to be routed to a single queue: Incoming email. The Incoming email queue sends mail to the CSCSR operator.
3. Click Get Next Email. The Interaction Portal opens the case and displays the request from Sara Connor.
   Note: It can take up to 2 minutes for the case to get created after you send the email.
4. In the case, click the Expand icon to view the Utilities pane.
   
   
   Note that the email is correctly categorized as Address change and that entities like the account number and email address are identified.
   
5. Close the Utilities pane.
6. To close the interaction, click Wrap-up, then click Submit.
7. In the left navigation, click My open emails, then click Get Next Email. The complaint email from Sara Connor displays.
   
8. In the case, click the Expand icon to view the Utilities pane.
    
   Notice that no topic is detected.
   
9. Close the Utilities pane.
10. To close the interaction, click Wrap-up, then click Submit.
11. In the upper-right corner, click CC > Logout.

3 Add a new suggested case and configure keywords

1. Log in to App Studio as CS Application Administrator with user name CSAppAdmin using password password123!
2. In the navigation pane of App Studio, click Channels.
   
3. On the Channels landing page, click MySupport to open the email channel configuration.
4. In the MySupport channel, click the Behavior tab. Notice the configured case types, including Address change.
5. In the Suggested cases section, click Add suggested case.
6. In the Case type list, select File a complaint.
7. In the Text analysis tab, in the Approximate match field, make sure that the following keywords are entered: complaint, wrong, angry, upset, urgent, urgently.
8. Click Submit to add the keywords.
9. Click Save to update the configuration.
10. In the upper-right, click Test and retest the email:
    1. Use any value for the From (email), To (email) and From (name) fields.
    2. In the To: field, enter [email protected].
    3. In the Subject: field, enter Something went wrong.
    4. In the message, add the following: Dear U+, I am very angry about an issue with my account. My recent payment was not deducted from my balance owed. I've always paid on time. Please check this issue immediately. Regards, Sara
    5. Click Submit to send the test message. Note that the topic is File a complaint.
11. Click Close to close the Test routing conditions area.

4 Route emails based on the topic detected

1. In the Intelligent routing section, click Add condition.
   Note: Observe the routing configuration for all emails. They are currently routed to a single queue: Inbound email.
   

2. In the Action list, select Route to work queue.
3. From the Value list, select AccountMaintenance.
   Tip: In a value field like this, just place the cursor in the field and press the down arrow button to select a valid value from the list.

4. In the When list, select NLP > Topic.
5. To the right of the condition drop-down list, click in the text box, and then enter or select Address Change.
6. Similarly, route the topic File a complaint to the Complaints work queue.
   
    
7. In the header of the MySupport channel, click Save.
8. Click Test and retest the two emails.
9. In the Outcomes section, verify that the email requesting an address change is routed to the AccountMaintenance work queue, and the email filing a complaint to the Complaints work queue.

---

---

Available in the following mission:

• Email Bots for Pega Customer Service v6