Suggested emails overview
Enhance the efficiency and quality of emails sent by sales representatives to prospects or customers by using the suggested emails feature powered by Pega GenAI™. This feature employs artificial intelligence (AI) to deliver contextually relevant email suggestions, thereby improving productivity, quality, and customer engagement.
The Pega GenAI-based suggested emails feature is now available in the Pega Sales Automation™ desktop application in addition to the Pega Sales Automation for Outlook add-in, which supports a unified experience across platforms. These real-time email suggestions from Pega GenAI can enhance efficiency and improve customer engagement, both when composing new emails and replying to incoming emails.
The system generates email content based on the recipient type, prompt, and contextual data, including associated contacts, leads, opportunities, and accounts. In addition, the feature provides additional insights, including sentiment analysis, priority indication, detected topics, and email summary. Sales representatives can refine the generated responses to match their personal writing styles and can configure customizable prompts on the Pega GenAI prompts landing page in the User Portal.
For example, if a sales representative needs to follow up with a customer about a specific opportunity, they can use the suggested emails feature to generate an email based on the opportunity data. The system can provide contextually relevant email content, including sentiment analysis, priority indication, detected topics, and email summary. Sales representatives can refine the generated response to match their personal writing style or choose to write their own response using the customizable prompts provided by the feature.
The following figure shows the Craft email with Gen AI email suggestion in the desktop application:
The following figure shows the Reply to email with Gen AI suggestion option in the desktop application:
The following figure shows the Draft email with AI pane in the Outlook add-in:
The following figure shows the Reply to email with AI pane in the Outlook add-in:
The prompts for this feature are available on the GenAI prompts landing page. Pega Sales Automation provides some prompts by default. Sales administrators and sales operators can modify these prompts or create new prompts according to your business requirements.
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