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Pega Email Bot in Pega Customer Service

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.

Pega Email Bot consists of: 

  • An email account and listener used to ingest new emails into the Pega Customer Service application 
  • A natural language processing (NLP) model 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 to take in your application based on the NLP analysis and content of the ingested email

The NLP model analyzes and routes inbound emails based on content.

In App Studio, a customer service administrator (CS admin) can configure an email channel and associate the channel with an email account. The email channel contains settings for:

  • 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 send a reply quickly.
  • Text analysis, which includes the keywords and settings that the NLP model uses to identify topics (such as an address change request or customer complaint), entities (such as an address or account number), and customer sentiment.
Note: NLP models are the best way to identify topics, entities, and customer sentiment based on text analysis of emails. Models learn and become more accurate as the email volume increases. A Data Scientist creates NLP models in Prediction Studio.

Sample template

Pega Customer Service provides a sample email channel that is preconfigured with Suggested cases and Suggested replies. This sample email channel is also preconfigured with keywords and an NLP model to help identify the topic, entities, and sentiment of an email.

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

This Topic is available in the following Modules:

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