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Creating a Pega Email Bot
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Challenge
Creating a Pega Email Bot
2 Tasks
15 mins
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The manager at U+ Bank wants to automate replies and notifications in the bank application as it reduces strain on the bank's customer experiences...
Suggesting a reply based on email content
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Challenge
Suggesting a reply based on email content
4 Tasks
15 mins
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Your team asks you to update the Pega Customer Service™ email channel. The team wants to add a suggested reply for when a customer sends an email and...
Creating a case from email
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Module
Creating a case from email
2 Topics
20 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 an email
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Challenge
Creating a case from an email
4 Tasks
20 mins
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Your customer, U+ Bank, wants to speed up email interactions for address changes by pre-populating cases with the correct values. For address change...
Training the email bot
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Module
Training the email bot
2 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...
Email Manager portal
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Module
Email Manager portal
6 Topics
55 mins
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The Email Manager portal facilitates the manual processing of emails that do not meet any of the intelligent routing criteria and necessitate triage...
Defining a customer Microjourney
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Module
Defining a customer Microjourney
5 Topics
50 mins
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Learn how case types represent a customer Microjourney™ from beginning to a desired outcome. Design the life cycle of a case type as a series of steps...
Routing email based on content
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Module
Routing email based on content
3 Topics
25 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...