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Creating a case from email

Digital messaging

  • Module

    Digital messaging

    4 Topics

    30 mins

    Visible to all users
  • Pega Customer Service offers chat and messaging capabilities that provide flexibility to customers and adaptability for customer service...

Email bot cases and responses

  • Module

    Email bot cases and responses

    2 Topics

    25 mins

    Visible to all users
  • Pega Email Bot can detect the topic or sentiment of an email and route the email to the appropriate operator or queue. Intelligent routing allows the...

Email Manager portal

  • Module

    Email Manager portal

    5 Topics

    55 mins

    Visible to all users
  • The Email Manager portal facilitates the manual processing of emails that do not meet any of the intelligent routing criteria and necessitate triage...

Intelligent routing

  • Module

    Intelligent routing

    4 Topics

    1 hr

    Visible to all users
  • Pega Email Bot™ can detect the topic or sentiment of an email and route the email to the appropriate operator or queue. Intelligent routing allows the...

Pega Email Bot configuration

  • Module

    Pega Email Bot configuration

    3 Topics

    45 mins

    Visible to all users
  • Pega Email Bot™ leverages Pega’s industry-leading natural language processing (NLP) and process automation to interpret, route, audit, and automate...

Routing email based on content

  • Module

    Routing email based on content

    3 Topics

    25 mins

    Visible to all users
  • Pega Email Bot can detect the topic or sentiment of an email and route the email to the appropriate operator or queue. Intelligent routing allows the...

Training the email bot

  • Module

    Training the email bot

    2 Topics

    20 mins

    Visible to all users
  • Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives...

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