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Routing email based on content

3 Topics

25 mins

Visible to: All users
Intermediate Pega Customer Service '23 Email English

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 customer service team to process large volumes of email efficiently and quickly.

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:

Email Bots for Pega Customer Service v6

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