Pega Email Bot

Pega Email Bot™ leverages Pega’s industry-leading natural language processing (NLP) and process automation to enable our customers to interpret, route, audit, and automate inbound emails.

At its core, Pega Email Bot consists of:

• An email account and listener used to ingest new emails into the Pega Platform™ 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 NLP analysis and content of the ingested email

Pega Email Bot integrates with an existing email account and establishes a listener that polls the account to check for new mail. When a new email is received, the listener ingests the email and any associated attachments into the Pega Platform application and then runs through a natural language processing model to interpret the intent of the email. At this point, any salient data within the email body or attachment are extracted as entity values to be mapped into case properties.

The outcome of this analysis is then applied to the intelligent routing of your Pega Email Bot channel. Once the routing criteria are evaluated, the associated outcome is executed, and any entity mappings defined for the outcome are applied, copying data values that are extracted from the email into a Pega service case.