Mission
Pega Email Bot Foundation
7 Modules
5 Challenges
4 hrs 10 mins
Learn how Pega Email Bot™ can assist in processing, routing, and automating emails to reduce the time it takes to manage overflowing inboxes. In this mission, you learn how to 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.
Email automation
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Module
Email automation
6 Topics
35 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...
Adding a suggested reply
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Challenge
Adding a suggested reply
4 Tasks
15 mins
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Your team asks you to update your application's email channel. The team wants to add a suggested reply for when a customer sends an email and some...
Analyzing email attachments
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Module
Analyzing email attachments
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
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Challenge
Enabling email attachments analysis
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...
Intelligent email routing
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Module
Intelligent email routing
2 Topics
15 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 emails by detected topic
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Challenge
Routing emails by detected topic
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...
Case creation from an email
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Module
Case creation from an email
2 Topics
15 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 emails
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Challenge
Creating a Case from emails
3 Tasks
20 mins
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Your customer, U+ Bank, wants to speed up email interactions for address changes by prepopulating Cases with the correct values. For address change...
Training Pega Email Bot
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Module
Training Pega Email Bot
3 Topics
20 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 Pega Email Bot with Pega GenAI
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Challenge
Training Pega Email Bot with Pega GenAI
1 Task
10 mins
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Your customer, U+ Bank wants to use Pega Email Bot™ to respond to customer problems and speed up business processes seamlessly. As an Email Developer...
Agentic Email Bot
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Module
Agentic Email Bot
6 Topics
35 mins
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The Agentic Email Bot module introduces AI-powered email automation that enables intelligent, context-aware email interactions. Learn how to create...
Prioritizing email work with Get Next Email
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Module
Prioritizing email work with Get Next Email
2 Topics
15 mins
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The Prioritizing email work with Get Next Email module introduces the Get Next Email feature and its role in prioritizing email interactions in Pega...
