Pega Email Bot introduction
Pega Email Bot™ helps organizations manage and respond to large volumes of customer emails quickly and efficiently. It uses AI to understand the content of incoming emails, determine what the customer needs, and take the appropriate action in the system.
For example, if a customer sends an email requesting a new card or asking about an account, the email bot can automatically understand the request, create a Case in the application, and route it to the appropriate team or process.
This approach helps organizations deliver faster responses while employees focus on more complex customer interactions.
Pega Email Bot users
Different types of users interact with the email bot for your Pega Platform™ application:
- Channel Developer
- Email Operators and Managers
- Channel Administrator
- Customer
Channel Developer
The Channel Developer is responsible for building and configuring the email bot. Tasks include:
- Creating the Email Channel.
- Defining how the email bot behaves.
- Training the system with sample data so that the email bot understands customer emails correctly.
Email operators and manager
Email operators and managers manage incoming customer emails by using the Email Manager Portal. Tasks include:
- Reviewing incoming requests.
- Responding to customers.
- Tracking progress.
- Resolving reported issues.
Channel Administrator
The Channel Administrator ensures that the email bot runs smoothly. Tasks include:
- Monitoring system performance.
- Troubleshooting issues.
- Updating configurations when needed.
Customer
Customers interact with the email bot by sending emails to the organization. Their activities include:
- Reporting issues.
- Asking questions.
- Requesting services or information.
Key components of Pega Email Bot
An email bot built in a Pega application includes several components that work together to analyze incoming emails, create work items, and help teams respond to customer requests efficiently. These components operate across design time (configuration) and run time (performance):
- Design time
- Text analysis
- Intelligent email routing
- Channel behavior
- Run time (performance)
- Email Manager Portal
Design time (Configuration)
Design time refers to the setup and configuration activities that Channel Developers, Data Scientists, or Administrators perform to prepare the email bot.
Intelligent email routing
At design time, Channel Developers configure routing conditions that determine how the application processes incoming emails. These configurations define how the system should:
- Create triage Cases from incoming emails.
- Route requests to the appropriate work queue.
- Trigger the creation of business Cases.
- Send automated responses to customers.
By configuring these rules, the system can automatically decide the best action for each email.
Text analysis
Text analysis enables the email bot to understand the content of incoming emails. This feature uses technologies such as:
- Natural language processing (NLP)
- AI
- Adaptive analytics
During configuration:
- Data Scientists build text prediction models.
- Channel developers define text analyzers.
With these configurations, the system can:
- Identify the main topic of an email.
- Detect important entities such as account numbers.
- Analyze customer sentiment.
- Identify the language used in the email.
Channel behavior
Channel behavior defines how the email bot interacts with users and responds to emails. Channel Developers configure this behavior by:
- Defining suggested Cases and responses.
- Configuring text analyzer settings.
You can continuously improve the system by:
- Testing routing conditions.
- Training models with additional sample data.
- Rebuilding the text analytics model for improved accuracy.
Run time (performance)
Run time refers to what happens when the system is actively processing emails and users are interacting with it. Whenever the email bot receives a new email, the system automatically creates a Triage Case. The Triage Case acts as a tracking record for the customer's request or issue. Email operators use the Triage Case to manage and resolve the request. During the triage process, they can:
- Reply to customers through email.
- Send internal Pulse messages.
- Create related business Cases.
- Track the status of the request.
- Close the triage Case after the issue is resolved.
Email Manager Portal
During run time, email operators and managers use the Email Manager Portal to manage customer emails so that users can:
- View incoming emails.
- Triage customer requests.
- Respond to customers.
- Monitor Case progress.
- Resolve reported issues efficiently.
The following figure shows the Pega Email Bot components from user interaction to management by an email operator:
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