Overview of email attachments analysis

Pega Platform™ uses machine learning models to detect entities in email attachments. The following file types are supported:

• Microsoft Word (.doc, .docx)
• Open Document Format (.odt)
• Portable Document Format (PDF)
• Rich Text Format (.rtf)
• Plain Text (.txt)

The Optical Character Recognition (OCR) component enables the system to analyze text in image-based attachments. This feature improves the accuracy and efficiency of email processing, which enhances customer service and operational productivity.

Use the OCR component in Pega Email Bot™ to improve text analysis of image-based attachments. The OCR component supports the following image formats:

• Portable Document Format (PDF)
• Joint Photographic Experts Group (JPG)
• Portable Network Graphics (PNG)
• Tagged Image File Format (TIFF)

The OCR component extracts content from image files and converts it into electronic text. The system then analyzes this text as if it were part of the email body. The OCR component also highlights detected entities in PDF attachments.

To enable OCR-based analysis, install the Pega OCR component from Pega Marketplace in on-premises environments.

Email attachment analysis in Pega Email Bot™ enhances customer communication processing by extracting and analyzing content from both text-based and image-based documents. This feature addresses the challenge of incomplete email analysis by examining all submitted content, including attachments. As a result, organizations benefit from more accurate email routing, improved case management, and increased customer service efficiency.