Pega GenAI-based suggested emails for Outlook add-in

This video shows you how to use Pega GenAI-based email suggestions to enhance the quality of email composition and replies in Outlook. 

Noah Smith, a sales representative at Myco Telecommunications, begins his day by checking his emails and spending a lot of time composing and replying to emails. He wants to improve the efficiency and quality of his email communication with prospects and customers. So, he decides to use the Pega GenAI-based suggested emails feature. This feature uses AI to provide contextually relevant email suggestions for both composing fresh emails and replying to incoming emails in Outlook. 

When Noah inputs the email recipient to craft a new email, the system displays applicable prompts in the Outlook add-in based on the email recipient type (new prospect, existing prospect, or a combination). Noah can then select a template or enter a custom prompt. Based on the prompt that Noah provides and the contextual data that the system identifies, the system generates the email content. The contextual data includes the associated contacts, leads, opportunities, and accounts, which are displayed in the Outlook add-in. In addition, contextual data also includes products, competitors, emails, activities, and tasks, as applicable. As a result, Noah saves time and effort in composing the email content while still ensuring high-quality and contextually relevant communication. 

For example, Noah wants to follow up with a customer about a specific opportunity and he wants to use the suggested emails feature to generate an email based on the opportunity data. The system can provide contextually relevant email content, including sentiment analysis, priority indication, detected topics, and email summary.  

By using the Pega GenAI-based suggested emails feature, Noah can improve his productivity, quality, and customer engagement in email communication. When composing new emails and replying to incoming emails, Noah can select a custom prompt rather than use the system suggestions to match his personal writing style. 

Noah can also refine the response that the system generates to match his personal writing style. For example, Noah can adjust the tone and length of the email before sending the final version. When satisfied with the message, he can insert the email content into the compose or reply window.  

When Noah receives an email from a contact, John Smith, who is interested in Business Voice over IP (VoIP) for Acme Technologies. He requests more information about the VoIP system and wants to discuss the specifics of their requirements and explore the VoIP solutions offered by the company. 

Noah can easily respond to this email by selecting one of the top three suggested responses that Pega GenAI generates, along with a confidence score for each response. 

These responses are based on the content of the customer email and the contextual data (the associated leads, opportunities, contacts, and accounts), which the system displays in the Outlook add-in. 

By using suggested emails with PegaGenAI, sales representatives like Noah can improve their productivity, quality, and customer engagement in email communication. 

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