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Setting up text analysis for a suggested case


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Set up text analysis for a suggested case in an Email channel so that your Pega Email Bot associates a topic with the case and triggers an action as a response to a received email. With text analysis, your email bot provides meaningful responses to incoming email.

For example, when the email bot detects the intent of an email that relates to a request for a car insurance quote, the system suggests a car insurance case.
Set up suggested cases for your email bot. For more information, see Adding suggested cases for an Email channel.

If you configure multiple languages for the email bot, you set up text analysis for each language separately. This configuration ensures that the system performs email text analysis in the correct language.

  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 Email channel.

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

  4. In the Suggested cases section, select a method for modifying a suggested case:

    • To create a new suggested case, click Add suggested case, and then, in the Add suggested case window in the Choose case type list, select a case type.
    • To edit an existing suggested case, click the Switch to edit mode icon for the case type that you want to update.
  5. If you configure multiple languages for the email bot, in the Add suggested case window, click a language.

    The supported languages are displayed on a vertical tab. When you add a new case or edit an existing case, you switch between the languages by clicking the name of a language.

  6. Enter the items that trigger an action, and then separate them with commas:

    1. In the Approximate match field, enter words and short phrases to use as an approximate match for the suggested case that triggers the action.

    2. In the Must match field, enter words and short phrases that trigger an action for the suggested case when they occur in the email.

    3. In the Never match field, enter words and short phrases that never trigger an action for the suggested case.

  7. Optional:

    To configure additional languages for the suggested case, repeat steps 5 through 6.

  8. Click Submit.

At run time, the suggested case action starts when an email contains the items that you defined.

  • Selecting languages for an Email channel

    Configure Pega Email Bot to process emails in multiple languages so that the system performs text analysis and provides automatic responses in the correct language. By supporting multiple languages in an email bot, you increase the availability of your application to users who speak different languages.

  • 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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