Skip to main content

Configuring AI for Email

This module is for system architects who want to learn how to configure AI for email in Pega Customer Service.

In this module, system architects learn how to configure AI for email for a Pega Customer Service application. You use hands-on exercises to learn how to suggest service cases and possible email responses to a CSR. You learn how to update a case type with a new keyword and associate a case type with another suggested reply. You will also learn how keywords and suggested replies are used to create an inbound correspondence service case.

What you'll learn

By the end of this course, you will be able to successfully:

  • Configure an email channel
  • Configure keywords used to associate services cases to email content
  • Configure suggested email replies
  • Use conditions to route emails to work queues

Course Outline

  1. Configuring AI for email

    • Before you begin
    • Tell me about configuring AI for email
    • Let me configure AI for email
    • Before you leave

Choose Your Format

Need help choosing the best format? Learn More.

  • Skill Level


  • Duration

    30 minutes

  • Platform Version


View our Certification FAQ and Policies