Automatic AI mapping of entities for Email Bot

The automatic AI-powered form mapping feature includes the following behavior:

• CSRs must accept or reject all the automatically completed Service Case fields to detect entities from the email threads before advancing the Service Case to the next step.
• The system maps entities and displays the accept or reject option only when the Service Case fields are initially empty on the form.
• If CSRs open the stand-alone Service Case, they cannot accept or reject Service Case fields in the Interaction Portal.
• When CSRs submit the form, accepted entity mappings for Case Type fields are displayed in the next form.

To use this feature in the Interaction Portal for your Pega Customer Service application, you must configure the mapping of Case Type properties to entities detected by the system.

The following figure shows an example of the advanced AI-powered form mapping in the Interaction Portal on Constellation:

AI-powered entity mapping in Pega Customer Service dynamically interprets and populates fields in Service Cases based on email content and system logic. The following scenarios illustrate how the system behaves in different contexts:

• The system does not display Yes/No buttons when you open a Service Case as a stand-alone item.
• If a Service Case already exists and a new email arrives, the system maps entities from the email only to fields that are currently empty.
• If a field contains a prepopulated value from sample data or a Data Transform rule, clicking No clears the field.
• Clicking Yes or No does not send feedback for training in this release of Pega Customer Service.
• After you submit a form, the system continues to display Yes/No buttons for fields in the next form, allowing ongoing entity mapping from email content.

The automatic AI mapping feature in Pega Customer Service reduces manual data entry in Service Cases by analyzing email content and suggesting relevant field mappings. CSRs can accept or reject these suggestions to maintain control over the accuracy of the data and ensure that Service Cases contain accurate and contextually appropriate information. This feature runs in the Interaction Portal built on Constellation and requires configuration of Case Type property mappings to function effectively.