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.An email bot uses entities that are detected during text analysis in intelligent email routing, to determine the best action, for example, to open a case or send an automatic reply.
An entity is text that is detected by the system in an email and its attachments to help the email bot correctly respond to users. Entity text is comprised of proper nouns that fall into a commonly understood category, for example, a person, location, date, organization, or a ZIP code. With entity property mapping, the detected entities by the email bot are automatically assigned to case properties in a Pega Platform application.
In the header of Dev Studio, click the name of the application, and then click Channels and interfaces.
In the Current channel interfaces section, click the icon that represents your existing Email channel.
In the Email channel, click the Behavior tab.
To enable advanced configuration mode, select the Use advanced configuration check box.
In the advanced configuration mode, you enable email subject analysis for the each advanced text analyzer separately.
If you use the advanced configuration mode for a text analyzer, in the Text Analyzer section, click the Switch to edit mode icon next to the text analyzer that you want to use for subject analysis.
Select the Enable subject analysis check box.
If you use the advanced configuration mode for a text analyzer, click Submit.
- 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.
- Setting up entity property mapping
To improve the responses that your Pega Email Bot provides to emails, you can optionally add entity extraction information for a suggested case. As a result, when a case type is associated with an email that you receive, your email bot extracts entities from email content, and automatically assigns them to a case type property in a Pega Platform application.
- Enabling email attachments analysis during email triage
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.