Intelligent email routing

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 email case workers to process large volumes of email efficiently and quickly.

Beginner

English

After completing this module, you should be able to:

Describe how Pega Email Bot uses natural language processing to determine the topic of inbound email.

Add a service case as a suggested case.

Configure keywords used to associate inbound email to a suggested service case.

Use conditions to route email to work queues.

Available in the following mission:

Pega Email Bot Foundation v6

Topics

Intelligent email routing in customer inquiries

5 mins

Routing emails by detected topic

5 mins

Module Quiz

5 mins