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Routing emails by detected topic

4 タスク

15 分
Pega Platform '26
表示の対象：All users Applies to: Pega Platform '26
初級
英語

シナリオ

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. Because of the large volume of incoming emails, U+ has decided to use natural language processing (NLP) and intelligent email routing to simplify their work.

Currently, only a basic email routing system is in place: the system routes all emails to a single department. A human must scan the email and manually route it to the appropriate department. Also, several entities, such as names 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 team, and emails detected as complaints must be routed to the Complaints team.

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

Role User name Password
Email Web Client user Customer1 customer1
Email Manager Portal user EmailUser password123!
Email Developer EmailAdmin 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 an Email Manager Portal user, 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 an Email Developer, add a new suggested Case called Customer Complaint, which is valid when the the system detects the keywords complaint, wrong, angry, upset, urgent and urgently.

Task 4: Route emails based on the topic detected

Configure the email interface to route emails to Account Maintenance queue when the system detects the Address Change topic and to route emails to the Complaints queue when it detects the Customer Complaint topic.

このチャレンジを完了するには、Pegaインスタンスを起動する必要があります。

起動には5分ほどかかることがありますので、しばらくお待ちください。

チャレンジ ウォークスルー

詳細なタスク

1 Send emails to test current routing rules

  1. Open the exercise system landing page, and then click Web mail.
  2. Log in as the Email client user by entering the following credentials:
    1. In the User name field, enter customer1.
    2. In the Password field, enter customer1.
  3. In the left pane, click Mail to access the inbox.
    Access mail
  4. In the header, click Write mail to compose a new email.
    Write mail
  5. In the To: field, enter support@enablement.com.
  6. In the Subject: field, enter Moving to a new house.
  7. In the message, enter 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, Emily Foster
  8. Click Send message.
    Send message
  9. In the header, click Write mail to compose a new email.
  10. In the To: field, enter support@enablement.com.
  11. In the Subject: field, enter Something went wrong.
  12. In the message, enter 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, Emily Foster
  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 system routes the emails to the same queue

  1. Log in as an Email Manager Portal user by entering the following credentials:
    1. In the User name field, enter Emailuser.
    2. In the Password field, enter password123!.
      補足： It can take up to two minutes for the Case to get created after you send the email.
  1. In the Email Manager Portal, click Inbox > My worklist > Incoming emails to view the emails from Emily.
    Incoming emails
    補足： The Intelligent routing is set to route emails to a single queue: Incoming email. The Incoming email queue sends mail to the assigned operators.
  1. In the list, click the email with Moving to a new house subject to display the request from Emily Foster.
    Incoming emails
  2. In the Case, expand the Utilities pane.
Expand the Utilities pane

Note that the message is correctly categorized as Address Change and that entities such as the address and email address are identified.

The Utilities pand of the address change email
  1. Close the Utilities pane.
  2. Click Assign to Self, and then click My Worklist and select the Case.
    Assign to Self button
    My worklist
  1. To wrap up the Case, click Resolve, and then click Resolve again.
    Resolve button
    Resolve again
  1. Click My worklist > Incoming emails to return to the queue.
    Incoming emails
  2. In the list, click the email with the Something went wrong subject to display the complaint email from Emily Foster.
    Complaint email message
  3. In the Case, expand the Utilities pane.
    Notice that no topic is detected.
    The Utilities pane
  4. Close the Utilities pane.
  5. Click Assign to Self, and then click My Worklist and select the Case.
  6. To wrap up the Case, click Resolve, and then click Resolve again.
  7. In the upper-right corner, click E > Logout.

3 Add a new suggested case and configure keywords

  1. Log in to Infinity Studio as an Email Developer user by entering the following credentials:
    1. In the User name field, enter Emailadmin.
    2. In the password field, enter password123!
  2. In the navigation pane of Infinity Studio, click Channels, and then click the Channels Landing Page icon.
    Navigation pane of Infinity Studio
    TheChannels Landing Pageicon
  1. On the Channels landing page, click My Email Bot to open the email channel configuration.
    Email Bot channel
  2. Click the Behavior tab.
    Behavior tab
  3. In the Suggested cases section, click Add suggested case.
    Suggested cases section
  4. In the Case type list, select Customer Complaint.
  5. On the Text analysis tab, in the Approximate match field, add the following keywords: complaint, wrong, angry, upset, urgent, urgently.
    Text analysis tab
  6. Click Submit to add the keywords.
  7. Click Save to update the configuration.
    Save button
  8. 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, enter 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, Emily Foster
    5. Click Test to send the test message.
Test routing conditions

Note that the topic is Customer Complaint.

Test result
  1. Click Close to close the Test routing conditions dialog box.

4 Route emails based on the topic detected

In this section, you add routing conditions for two Work Queues.

補足： Observe the routing configuration for all emails. They are currently routed to a single queue: IncomingEmails.
Routing to Incoming emails queue
  1. In the Intelligent routing section, click Add condition.
    Intelligent routing section
  2. In the Action list, select Route to work queue.
  3. In the Value list, select AccountMaintenance.
    ヒント： In a value field like this, place the pointer inside the field, and then press the Down arrow key to select a valid value from the list.
  1. In the When list, select NLP > Topic.
  2. To the right of the condition drop-down list, click inside the text box, and then enter or select Address Change.
    Routing to AccountMaintenance queue
  3. Repeat steps 1 through 5 to add a condition to route emails that match the Customer Complaint topic to the Complaints Work Queue.
    Routing to Complaints queue
  4. In the header of the My Email Bot Channel, click Save.
    Save button
  5. Click Test.
  6. In the Outcomes section, verify that the email routes to the Complaints Work Queue.
    The email routes to the Complaints Work Queue
  7. Click Test and retest the complaint email.
  8. In the Outcomes section, verify that the email routes to the AccountMaintenance Work Queue.
    The email routes to the AccountMaintenance Work Queue

このモジュールは、下記のミッションにも含まれています。

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トレーニングを実施中に問題が発生した場合は、Pega Academy Support FAQsをご確認ください。

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