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Enabling email attachments analysis during email triage


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With Pega Email Bot, you can automatically analyze the content of files that are attached to email to detect entities during email triage. Your email bot uses these entities and other information that is detected in text analysis in intelligent email routing, to determine the best action, for example, to open a case or send an automatic reply.

The system uses machine learning models that are trained to detect entities in email attachments. Pega Platform supports the following file types as attachments:

  • Microsoft Word (DOC/DOCX)
  • Open Document Format (ODT)
  • Portable Document Format (PDF)
  • Rich Text Format (RTF)
  • Simple Text (TXT )
You can also enable the analysis of content in email attachments based on a when rule. Only when the when rule holds true, the text analyzer scans the content of the attached files in an email.
  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. To enable advanced configuration mode, select the Use advanced configuration check box.

    In the advanced configuration mode, you enable the analysis of email attachments for the advanced text analyzers.

  5. If you use an advanced configuration mode for a text analyzer, in the Text Analyzer section, click the Switch to edit mode icon next to a text analyzer that you want to use for email attachments analysis.

  6. 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.
  7. If you use an advanced configuration mode for a text analyzer, click Submit.

  8. Click Save.

  • Exploring text analyzers

    Text analyzers for Pega Intelligent Virtual Assistant (IVA) and Pega Email Bot process user input and help the system find the best matching response by using natural language processing (NLP) and adaptive analytics. You can configure text analyzers to detect topics, entities, sentiment, and language in an email, chat text message, or a voice command.

  • 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.

  • Enabling subject analysis in email

    To detect entities present in the subject of an email, enable subject analysis for Pega Email Bot. With subject analysis, a text analyzer scans the subject field of an email for topics and entities.

  • Configuring email analysis

    Improve automatic actions that the system performs on emails, by configuring Pega Email Bot that analyzes email content for topics, sentiment, language, and entities. You can also configure additional analysis for the email subject field and file attachments.

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