Routing email based on content

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.

Intermediate

Email

Inglês

Depois de concluir este módulo, você deverá ser capaz de:

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

Disponível na seguinte missão:

Email Bots for Pega Customer Service v5

Tópicos

Email routing overview

5 min

Email routing in customer service

5 min

Routing email to queues

10 min

Quiz do módulo

5 min