Configuring a suggested reply

Pega Email Bot improves email response and reduces workload on your support team by using text analytics to process email cases.

This demonstration shows how to:

• Provide an email template that can be used as a suggested reply based on the content
• Add keywords that let the email bot categorize the topic of an email

Scenario

Your team asks you to update the Pega Customer Service email channel. You need a suggested reply for when a customer sends an email and some required information is missing. We have also noticed that people are using the term “misplaced” in their email when they report their lost card. We need to ensure that the right case type is suggested to the Customer Service Representative (CSR).

Add a suggested reply to a category

The MySupport email channel is configured with email templates that the CSR can use as a suggested reply. The templates provide a consistent experience for the customer and also help CSRs resolve interactions.

In the Suggested replies section, you add the “Missing info” template as a suggested reply for the Account Address Change case.

If information is missing from an address change request, the CSR can follow up with the customer by using the email template to obtain more information.

Test the AI logic for topic identification

To test the suggested reply, you use the Test Console to enter an email that will be identified as an Account Address Change case. You click Test. Observe that the Account Address Change was identified as the Topic. This means that your suggested reply would be available when an agent responds to this incoming email.

Add keywords to a category

In the MySupport email channel, you have five suggested cases. You can add keywords to a case to help identify the topic of an email. For the Report lost or stolen card case, you add the keyword “misplaced.”

You use the Test Console to verify that the new keyword identifies the appropriate topic. Observe that the topic is Report lost or stolen card.

Test the end-to-end configuration

To test your changes in the end-to-end configuration, you send two emails from the email client.

You create and send an email with the subject Moving. The message states that you are moving and want to update your address.

You create and send an email with the subject Misplaced my card. The message states that you lost your card and want a new one.

Process the emails

You log in to the Interaction Portal as a CSR and check the Inbound Correspondence queue.

You view the Misplaced my card case and see that the category has been set to Report a lost or stolen card.

You click the “Moving” work object to start a case and see that Missing info is displayed in the Suggested replies section.