What is Pega Email Bot?

Reading and responding to an email that your organization receives can take time and impact productivity. Pega Customer Service™ can read and analyze the text in emails and attachments, route email to the appropriate queue, and start or run a service case.

Imagine if you could give your Customer Service Representatives an email assistant that could read, route, and respond to incoming email so that they could focus on more pressing matters. What if your customers could enjoy prompt, personalized service?

Pega Customer Service provides an Email Bot that automatically detects the intent of the customer email, picks up relevant information, such as an account number, and automates the processing and response.

As a result, the customer enjoys a consistent experience and faster response.

You can now configure an Email channel to create cases, send automated replies, and route emails to specific work queues or operators. This configuration enables Customer Service Representatives to be more productive, reduces the case time, and ultimately makes your customers happy with your prompt service.