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Email Bots for Pega Customer Service

Pega Email Bot Foundation

Creating a case from email

Email bot cases and responses

  • Module

    Email bot cases and responses

    2 Topics

    25 mins

    Pega Platform 8.8
    Visible to: All users
  • 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 Manager portal

  • Module

    Email Manager portal

    6 Topics

    55 mins

    Visible to: All users
  • The Email Manager portal facilitates the manual processing of emails that do not meet any of the intelligent routing criteria and necessitate triage...

Intelligent routing

  • Module

    Intelligent routing

    4 Topics

    1 hr

    Pega Platform 8.8
    Visible to: All users
  • 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...

Pega Email Bot configuration

  • Module

    Pega Email Bot configuration

    3 Topics

    45 mins

    Pega Platform 8.8
    Visible to: All users
  • Pega Email Bot™ leverages Pega’s industry-leading natural language processing (NLP) and process automation to interpret, route, audit, and automate...

Routing email based on content

Training the email bot

Configuring intelligent routing

  • Challenge

    Configuring intelligent routing

    2 Tasks

    10 mins

    Visible to: All users
  • The U+ Bank email bot is set up. You are now expected to configure the email bot to react to customer requests, route work, and automatically respond...

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