Using rule-based topic detection to route emails

Archived

4 Tasks

20 mins

Pega Customer Service 8.4

Pega Customer Service 8.5

Visible to: All users

Beginner Pega Customer Service 8.4 English

Scenario

U+ Bank is a major company in the financial industry that wants to improve customer engagement. U+ Bank 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), transaction disputes, and complaints. Due to the large volume of incoming emails, U+ Bank has decided to use artificial intelligence (AI) and 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. Several entities ,such as account numbers and email addresses, are extracted as well.

In this phase of the implementation, U+ Bank wants to set up automatic routing for two topics: address changes and transaction disputes.

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

Role	User name	Password
Customer Service Representative	CACSR	rules
System Architect	CASysAdmin	rules

Your assignment consists of the following tasks:

Task 1: Send customer emails

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

Task 2: Verify email routing

As a Customer Service Representative, 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 Account Address Change topic in the email requesting an address change.

Task 3: Add new topic

As a System Architect, add a new topic called Dispute Transaction, which is valid when the keywords wrong, invalid, false, credit card, transaction are found.

Task 4: Configure the email interface

Configure the email interface to route emails to the Account Maintenance department when the topic detected is Account Address Change and to route emails to the Transaction Disputes department when the detected topic is Dispute Transaction.

Challenge Walkthrough

Detailed Tasks

1 Send customer emails

1. On the exercise system landing page, click the Email client link.
2. From the navigation pane on the left, click Mail.
3. Click Write mail.
4. Compose the first email.

To: [email protected] Subject: Moving to a new house Body: Dear U+, My customer number is: 123456789. 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: [email protected] Cheers, Sara

5. Click Send message.
6. Compose the second email.

To: [email protected] Subject: Something went wrong Body: Dear U+, I am a very happy customer of yours. I always had good experiences. Last month, however, I have noticed an invalid transaction. The amount is small, but could you please check? Again, in general, I am happy with your services. Cheers, Sara

7. Click Send message.

2 Verify email routing

1. Log in as a Customer Service Representative with user name CACSR and password rules.
2. Currently, the user does not have any assigned cases in the My Cases tab. Click the My Workbaskets tab.
3. In the View Queue for list, select Inbound correspondence.
4. Verify that two cases exist for the sent emails. This occurs because the intelligent routing is set up for all types of emails to be routed to a single queue: Inbound correspondence.
   Note: Case creation can take several minutes after you send the email.

5. In the ID column, click the case ID link to open the Moving to a new house email case.
   
   Note: The email is correctly categorized as Account Address Change, and entities such as the account number and email address are identified.

6. Close the tab and open the Something went wrong email case and notice that no topic is detected.
   
7. In the upper-right corner, click CC, and then select Logout.

3 Add a new topic

1. Log in as System Architect with user name CASysAdmin and password rules.
2. Click the pane divider to maximize the work area.
   
3. In the header, click Application: Customer Service > Channels and interfaces.
   
4. Scroll down and click MySupport to open the email channel configuration.
5. On the Configuration tab, in the Additional settings section, select CS Manager as the Reference Operator. This operator is responsible for handling problematic cases.
6. Click Save.
7. Click the Behavior tab; notice the five case types configured, including Account Address Change.
8. In the Suggested cases section, click Add suggested case.
9. In the Case type list, select Dispute Transaction.
10. In the Text Analysis tab and, in the Approximate match field, add the keywords wrong, invalid, false, credit card, transaction.
11. Click Submit.
12. Click Save.
13. In the upper right, click Test and retest the same emails. Use any value for the From (email), To (email) and From (name) fields.
    Note: The score displayed within brackets next to the name of the topic. It is 1.0 now. In rule-based topic detection, the system matches the keywords, which results in a high confidence score.

4 Configure the email interface

1. In the Intelligent routing section, note the routing configuration for all emails. They are currently routed to a single queue: Inbound Correspondence.
   
2. Click Add condition.
3. In the Action list, select Route to work queue.
4. In the Value list, select AccountMaintenance.

Tip: In a value field such as the Action and Value lists, place the pointer in the field and press the down arrow button to select a valid value from the list.

5. In the When list, select NLP > Topic.
6. To the right of the Condition list, click in the text box and enter or select Account Address Change.
7. Similarly, route the topic Dispute Transaction to the TransactionDisputes work queue.
   
8. Click Save.
9. Click Test and retest the two emails. Scroll down to the Outcomes section and verify that the email requesting an address change is routed to the AccountMaintainance work queue and the email disputing a transaction to the TransactionDisputes work queue.

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Available in the following mission:

• Data Scientist v1