Agentic Email

Agentic Email revolutionizes investigation inquiries conducted by email by using intelligent intent recognition, payment data extraction, case creation, and autonomous customer response management. This process operates without human intervention for routine inquiries. When customers send informal requests, for example, "Can you locate my USD 2,999 payment from 04/11/26? My supplier has not received it," Agentic Email understands the investigation intent, extracts payment details, creates the required investigation Case, and provides meaningful, detailed responses with expected timelines to the customer, and all in real time.

Agentic Email extends beyond investigation Case creation to support the following:

• Context-aware multi-turn conversations to maintain dialogue continuity.
• Integration with knowledge management for automatic policy and procedure surfacing.
• Sentiment detection to identify frustrated or high-priority customers for expedited handling.
• Advanced entity recognition to extract customer details, payment references, dates, and amounts automatically.
• Intelligent routing to direct complex cases to appropriate specialists based on Case Type and complexity.

Agentic Email delivers the following quantified benefits:

• Straight-through processing rate: a well-configured Agentic Email achieves 40-60% straight-through processing (STP) for investigation inquiries, which eliminates human touchpoints.
• Response time transformation: response times shift from hours or days, sometimes even weeks, to seconds or minutes.
• Cost savings (10,000 investigation emails monthly): automating 50% saves approximately 800 hours monthly, which equals USD 720,000 annually.
• Capacity liberation: Agentic Email frees investigators from routine email triage so that they can focus on complex exception cases that require specialized expertise.

Benefit calculation for Agentic Email: [Your Monthly Emails] × [STP rate %] × 10 min saved × [Your Hourly Cost]

Agentic Email delivers the following qualitative benefits:

• Exceptional client service: real-time, detailed responses create differentiated service quality.
• 24/7 availability: customers receive intelligent responses outside business hours, which improves global service coverage.
• Response consistency: every customer receives accurate, professionally crafted responses regardless of time or investigator availability.
• Multilingual capability: Pega GenAI™ understands and responds in multiple languages, which expands service accessibility.
• Anxiety reduction: immediate acknowledgment with case reference and resolution timeline reduces follow-up inquiries and customer frustration.

Agentic Email transforms the investigation inbox from a labor-intensive bottleneck into a competitive service advantage. This feature delivers measurable improvements in customer satisfaction while simultaneously reducing operational costs.