Enabling email attachments analysis during email triage

U+ Bank wants to accelerate the analysis of email attachments during triage. To reduce manual review time and improve the identification of relevant information, Pega Email Bot should automatically detect entities in attached files.

To support this scenario, log in to Infinity Studio as an administrator. In the navigation pane, click Channels, and then click the Channels Landing Page icon.

On the Channels landing page, click MySupport, the email channel used by U+.

To enable advanced configuration mode, click the Behavior tab, then select the Use advanced configuration checkbox. In the advanced configuration mode, enable the analysis of email attachments for the advanced text analyzers.

In the Text Analytics section, to the right of the iNLP text analyzer type, click the Gear icon to open the Text analyzer configuration.

In the Analyze email attachments list, select Always. To the right of the Entities, select the Apply for attachments checkbox, then click Submit.

Click Save to complete the configuration.

To test your changes in the end-to-end configuration, send an email from the Web Mail client. In this scenario, Sara Connor is moving and sends an email to request an address change to U+ Bank, with an attachment that contains her new address.

As a customer service representative, log in to the Interaction Portal and open Sara's address change case, assigned to you.

Start the suggested Address change case. Click the Expand icon to view the Utilities pane.

Review the color-coded address details that the Email Bot has identified as entities from the attached file. The entities are used to fill the associated properties in the Address Change case.

Confirm the entries, and then complete the case.

You have now enabled attachment analysis and verified that Pega Email Bot can extract entities from attached files during email triage.

You have reached the end of this demonstration.