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Module

Training the email bot

2 Topics

20 mins

Visible to all users
Intermediate Pega Customer Service 8.5 English

Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives (CSRs) and customers. Pega Email Bot learns from repeated behaviors — the more emails it processes, the more accurate it becomes in helping a CSR respond to customers.

For each topic added to the channel, you must train Pega Email Bot to interpret emails. By providing examples to Pega Email Bot and manually classifying them with a topic, you train the NLP model to understand these topics and classify similar emails.

After completing this module, you should be able to:

Describe how a customer service representative can help train the email bot
Create a training record
Review, modify, and approve training records
Rebuild the text analytics model using training records

Available in the following mission:

Email Bots for Pega Customer Service

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