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Mission

Email Bots for Pega Customer Service

Archived

4 Modules

3 Challenges

2 hrs 40 mins

Visible to: All users
Intermediate Pega Customer Service 8.4 English

Learn how Pega Email Bot™ can act as a virtual assistant to your customer service representatives. Reduce time spent categorizing and routing inbound emails and provide quicker, more efficient responses to customer requests. As the Pega Email Bot learns from processing emails, you can completely automate some email cases.

Available in the following mission:

Customer Service Low-Code Developer v1
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Intelligent email

  • Module

    Intelligent email

    Archived

    3 Topics

    20 mins

  • Learn how Pega Email Bot™ leverages Pega’s industry-leading natural language processing (NLP) and process automation to interpret, route, audit, and...

Suggesting a reply based on email content

  • Challenge

    Suggesting a reply based on email content

    Archived

    6 Tasks

    15 mins

  • Your team asks you to update the Pega Customer Service™ email channel. You need a suggested reply for when a customer sends an email and there is some...

Routing email based on content

  • Module

    Routing email based on content

    Archived

    3 Topics

    25 mins

  • Pega Email Bot can detect the topic or sentiment of an email and route the email to the appropriate operator or queue. Intelligent routing allows the...

Routing email based on content

  • Challenge

    Routing email based on content

    Archived

    4 Tasks

    15 mins

  • U+ is a major company in the financial industry that wants to improve engagement with customers. U+ has recently opened an email channel where...

Creating a case from email

  • Module

    Creating a case from email

    Archived

    2 Topics

    25 mins

  • Pega Email Bot can improve email response by starting a service case based on the content of a customer email.

Creating a case from an email

  • Challenge

    Creating a case from an email

    Archived

    4 Tasks

    20 mins

  • Your customer, U+ Bank, wants to speed up email interactions for address changes by pre-populating cases with the correct values. For address change...

Training the email bot

  • Module

    Training the email bot

    Archived

    2 Topics

    20 mins

  • Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives...

mission badge: Email Bots for Pega Customer Service

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