Pega Email Bot in Pega Customer Service

In Pega Customer Service, Pega Email Bot is configured in an email channel. You can configure an Email channel to create cases, send automated replies, and route emails to specific work queues or operators. The email bot lets customer service representatives (CSR) be more productive, reduces the case time, and ultimately makes your customers happy with your prompt service.

A Pega Email Bot consists of: 

• An email account and listener used to ingest new emails into the Pega application  
• A natural language processing model used to interpret the meaning of the ingested emails and extract any relevant data within the email and attachment 
• A set of intelligent routing rules that determine the action that should be taken in your application based on the Natural Language Processing (NLP) analysis and content of the ingested email

Inbound emails are analyzed by the NLP model and routed based on content.

A CS Administrator can configure:

• Suggested cases, which associate a service case, such as an Account Address Change, with the keywords that help the email bot identify the email topic.
• Suggested replies, which provide an email template for a suggested reply. For example, if the email is missing required information, the CSR can use the Missing Info template to quickly send a reply.
• Text analysis – the keywords and settings used by the NLP model.

Pega Customer Service provides a sample email channel that is pre-configured with Suggested cases and Suggested replies. This sample email channel is also pre-configured with keywords to help identify the topic of an email.

You can configure an email channel based on this sample template.