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Adding a text analyzer for an email bot


To provide better responses by Pega Email Bot, you can configure one or more advanced text analyzers for an application. In this case, the text analyzers examine user input one by one, until the system finds a response.

You can configure each text analyzer to serve a different purpose to help the email bot respond correctly. For example, you can configure the first text analyzer to detect only entities or topics in the email body, another one to detect only entities or topics in the email attachments, and a third one to detect entities or topics in both the email body and attachments.

  1. In the header of Dev Studio, click the name of the application, and then click Channels and interfaces.

  2. In the Current channel interfaces section, click the icon that represents your existing Email channel.

  3. In the Email channel, click the Behavior tab.

  4. In the Text Analyzer section, select the Use advanced configuration check box.

    In the advanced configuration mode, you configure the advanced text analyzers in the system that use NLP and adaptive analytics. If you do not use advanced configuration, you configure the default text analyzer that exactly matches user input to a response. For more information, see Exploring text analyzers .

  5. In the Text Analyzer section, select a method for configuring a text analyzer:

    • To create a text analyzer, click Add text analyzer.
    • To edit an existing text analyzer, click the Switch to edit mode icon next to the text analyzer that you want to edit.
  6. In the Text analyzer type list, select and configure a text analyzer:

    Choices Actions
    Pega NLP Configure an advanced text analyzer that uses the best approximate match by using advanced natural language processing (NLP) and artificial intelligence:
    1. Select whether to detect entities or topics in the context of the email body, attachments, or both.
    2. In the Text analyzer rule field, select or enter a text analyzer rule.
    iNLP Configure an advanced intelligent NLP text analyzer that uses adaptive analytics text analysis:
    1. Select whether to detect entities or topics in the context of the email body, attachments, or both.
    2. To modify the text analyzer rule settings, click the Open text analyzer rule field.

    This type of analysis integrates text analytics with strategies, propositions, and interaction history to provide the context for making better next-best-action decisions. For more information, see Customizable Interaction API for text analytics.

  7. Optional:

    To enable subject analysis in email, select the Enable subject analysis check box.

    For more information, see Enabling subject analysis in email.

  8. Optional:

    To enable email attachments analysis in email, in the Analyze email attachments list, specify how you want to analyze email attachments:

    • To always analyze email attachments, click Always.
    • To analyze email attachments based on a when rule, click When, and then in the adjacent field select or define a when rule.

    For more information, see Enabling email attachments analysis during email triage.

  9. Click Submit.

  10. Optional:

    To add or configure more text analyzers for the email bot, repeat steps 5 and 9.

  11. Click Save.

Define topics for text analysis in the email bot. For more information, see Defining topics for text analysis for an email bot.

  • Understanding text analysis

    Text analysis is an important aspect of conversational channels that enables a Pega Platform application to intelligently and seamlessly interact with a user in a natural conversational manner. Text analyzers examine user input one by one using natural language processing (NLP), adaptive analytics, and artificial intelligence.

  • Defining Email channel behavior

    Configure how the Email channel automatically responds to email requests, so that you can route email content and create top-level cases in your application. To ensure that the responses are meaningful and contextual, you can define such parameters as suggested cases and responses, and configure email analysis of the subject field and file attachments.

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