Mission
Email Bots for Pega Customer Service
6 Modules
6 Challenges
4 hrs 10 mins
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:
Intelligent email
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Module
Intelligent email
5 Topics
30 mins
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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
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Challenge
Suggesting a reply based on email content
4 Tasks
15 mins
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Your team asks you to update the Pega Customer Service™ email channel. The team wants to add a suggested reply for when a customer sends an email and...
Routing email based on content
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Module
Routing email based on content
3 Topics
25 mins
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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
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Challenge
Routing email based on content
4 Tasks
15 mins
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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
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Module
Creating a case from email
3 Topics
25 mins
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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
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Challenge
Creating a case from an email
4 Tasks
20 mins
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Your customer, U+ Bank, wants to speed up email interactions for address changes by pre-populating cases with the correct values. For address change...
Email attachments analysis
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Module
Email attachments analysis
2 Topics
15 mins
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This module introduces the configuration possibilities and capabilities of email attachments analysis in Pega Email Bot™. You learn how the system...
Enabling email attachments analysis during email triage
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Challenge
Enabling email attachments analysis during email triage
3 Tasks
10 mins
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Your organization, U+ Bank, wants to accelerate the analysis of email attachments during triage to reduce manual review time and improve the...
Training the email bot
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Module
Training the email bot
3 Topics
25 mins
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Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives...
Training the email bot with Pega Gen AI
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Challenge
Training the email bot with Pega Gen AI
1 Task
10 mins
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U+ Bank wants to use Pega Email Bot™ to respond to customer problems and speed up business processes seamlessly. As a system architect, you are tasked...
Outbound emails
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Module
Outbound emails
5 Topics
30 mins
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Use outbound email features in Pega Customer to manage customer communications across various interaction types. Initiate outbound emails from phone...
Sending an email from a Service Case during a phone call interaction with the Send Email smart shape
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Challenge
Sending an email from a Service Case during a phone call interaction with the Send Email smart shape
2 Tasks
10 mins
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Your organization, U+ Bank, reports that emails sent from the File a complaint Case Type are not displayed in the email interaction thread in the...
