Agentic Email Bot overview
Enhancing email automation powered by Agentic self-service features in Pega GenAI™ enables Pega Email Bot™ to manage context-aware conversations across multiple email interactions, integrate Case data and procedural knowledge, and orchestrate complex workflows, including intelligent Case creation and escalation. These enhancements deliver faster and more personalized customer responses, reduce response times, and improve customer satisfaction through real-time, actionable email communications.
Agentic Email Bot introduction
The following demonstration shows how the Agentic Email Bot handles a time-sensitive credit limit increase request, processing multi-turn conversations, and running backend actions without human intervention.
Transcript
Meet Emily. She is at the airport, rushing through security, with her passport and boarding pass ready. She is heading overseas for an important work trip.
As she boards the plane, she receives an unexpected email alert: her available credit is lower than expected. A recent recurring payment hit her account, and now she is worried it will not cover her hotel or transportation abroad.
She does not have time to stay on hold or deal with long calls. She opens her phone and emails U+ Bank, explaining that she urgently needs to increase her credit limit because of her travel situation and asking for assistance.
Most systems queue her for the next available agent or ask her to wait until morning. However, Agentic Email Bot is a pivotal solution in this transformation; it has already processed her request and demonstrated how intelligent automation addresses common customer service challenges.
Within seconds, she receives a reply from U+ Bank. The message informs Emily that she is preapproved for a USD 25,000 limit increase and asks whether she wants to proceed with this amount or request a different limit.
Still mid-boarding, she quickly responds to U+ Bank and asks whether this action impacts her credit score.
Agentic Email Bot understands the full conversation thread, recognizes her preapproved status, and instantly generates a response. This feature shows how the solution processes complex, multi-turn conversations while maintaining context and delivering personalized responses. The reply explains that no hard inquiry is necessary for her preapproved amount and confirms that she is approved to proceed.
Emily confirms her decision. No delays. No friction. Agentic Email Bot handles the remaining processes: it creates a case, updates the credit limit, and sends a confirmation message, all while she is in the air.
By the time Emily lands, the process is complete. Her credit limit is updated. Case closed. Trip secured.
You have reached the end of this demonstration.
This Topic is available in the following Module:
Want to help us improve this content?