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Routing email based on content

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4 Tasks

15 mins

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Intermediate Pega Customer Service 8.4 English
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Scenario

U+ is a major company in the financial industry that wants to improve engagement with customers. U+ has recently opened an email channel where customers can initiate contact for any needs or issues. Issues include administrative emails (for example, an address or email change), transaction disputes, and complaints. Due to the large volume of incoming emails, U+ has decided to use AI and use intelligent email routing to simplify their work.

Currently, only a basic email routing system is in place — all emails are routed to a single department. A human must scan through the email and manually route it to the appropriate department. Also, several entities like account numbers and email addresses are extracted.

In this phase of the implementation, U+ wants to set up automatic routing for two topics. Emails detected as address changes must be routed to the Account Maintenance department and emails detected as transaction disputes must be routed to the Dispute Transactions department.

Use the following credentials to log in to the exercise system:

Role

Username

Password
Email Client user Customer1 password

Customer Service Representative

CACSR

rules

Customer Service Application Administrator

CSAppAdmin

password123!

Your assignment consists of the following tasks:

Task 1: Send emails to test current routing rules
As a customer, send two emails to U+. In the first email, you request an address change. In the second one, you dispute a transaction.

Task 2: Verify that the emails are routed to the same queue
As a Customer Service Representative, verify that both emails are routed to the same work queue. Also notice that the current system can already use text analytics to detect the Account Address Change topic in the email requesting an address change.

Task 3: Add a new topic and configure keywords
As a CS Application Administrator, add a new topic called Dispute Transaction, which is valid when the keywords wrong, invalid, false, credit card, transaction are found.

Task 4: Route emails based on the topic detected
Configure the email interface to route emails to Account Maintenance department when the topic detected is Account Address Change and to route emails to the Transaction Disputes department when the topic detected is Dispute Transaction.

Challenge Walkthrough

Detailed Tasks

1 Task 1: Send emails to test current routing rules

As a customer, send two emails to U+. In the first email, you request an address change. In the second one, you dispute a transaction.

  1. Open the exercise system main page and click the Email client link.
  2. Log in and use the credentials customer1 and password
  3. In the left pane, click Mail.
  4. Click Write email.
  5. Compose the first email.

    To: [email protected]

    Subject: Moving to a new house

    Body:

    Dear U+,

    My customer number is: 123456789.

    I would like to inform you that I have a new address: 222 West Las Colinas Blvd., Irving, TX 75039, USA.

    Also, I have a new email address: [email protected]

    Cheers, Sara

  1. Click Send message.
  2. Compose the second email.

    To: [email protected]

    Subject: Something went wrong

    Body:

    Dear U+, 

    I am a very happy customer of yours. I always had good experiences. Last month, however, I have noticed an invalid transaction. The amount is small, but could you please check?

    Again, in general, I am happy with your services.

    Cheers, Sara

  1. Click Send message.

2 Task 2: Verify that the emails are routed to the same place

As a Customer Service Representative, verify that both emails are routed to the same work queue. Also notice that the current system can already use text analytics to detect the Account Address Change topic in the email requesting an address change.

  1. Log in with operator CACSR and password rules.
  2. At this time, the user does not have any assigned cases in the My Cases tab. Click the My Workbaskets tab and from the View Queue for drop-down, select Inbound correspondence.
  3. Verify that two cases are created for the emails sent. This is because the Intelligent routing is set-up for all types of emails to be routed to a single queue: Inbound correspondence.
Note: Note: It can take up to 2 minutes for the case to get created after you send the email.
  1. In the ID column, click the case ID link to open the Moving to a new house email case.
  2. Note that the email is correctly categorized as Account Address Change and that entities like the account number and email address are identified.
    routing, topic detection
  3. On the tab, click X to close the case.
  4. Open the Something went wrong email case and notice that no topic is detected.
    routing, category none
  5. In the upper-right corner, select CC and click Logout.

3 Task 3: Add a new topic and configure keywords

As a CS Application Administrator, add a new topic called Dispute Transaction, which is valid when the keywords wrong, invalid, false, credit card, transaction are found.

  1. Log in as CS Application Administrator using CSAppAdmin and password password123!.
  2. In the left pane, click Channels.
    Channels icon
  3. Scroll down and click My Support email channel configuration.
  4. Click the Behavior tab. Notice the five case types configured, including Account Address Change.
  5. In the Suggested cases section, click Add suggested case and in the Case type drop-down list, select Dispute Transaction.
  6. Click the Text Analysis tab and, in the Approximate match field, add the keywords wrong, invalid, false, credit card, transaction.
  7. Click Submit.
  8. Click Save.
  9. In the upper-right, click Test and retest the same emails. Use any value for the From (email), To (email) and From (name) fields.
  10. Make a note of the score displayed within brackets next to the name of the topic. It is 1.0 now. In rule-based topic detection, the system matches the keywords, hence a high confidence score.

4 Task 4: Route emails based on the topic detected

Configure the email interface to route emails to the AccountMaintenance department when the topic detected is Account Address Change and to route emails to the TransactionDisputes department when the topic detected is Dispute Transaction.

  1. In the Intelligent routing section, note the routing configuration for all emails. They are currently routed to a single queue: Inbound Correspondence.
    route to work queue
  2. Click Add condition.
  3. From the Action drop-down, select Route to work queue.
  4. From the Value drop-down, select AccountMaintenance.
Tip: In a value field like this, just place the cursor in the field and press the down arrow button to select a valid value from the list.
  1. From the When drop-down, select NLP -> Topic.
  2. To the right of the condition drop-down, click in the text box and enter or select Account Address Change.
  3. Similarly, route the topic Dispute Transaction to the TransactionDisputes work queue.
    route based on topic
  4. Click Save.
  5. Click Test and retest the two emails.
  6. Scroll down to the Outcomes section and verify that the email requesting an address change is routed to the AccountMaintainance work queue and the email disputing a transaction to the TransactionDisputes work queue.

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