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Using the Email channel

Improve Pega Email Bot interactions with users and applications by using the Email channel. To ensure that the email bot intelligently responds to user emails, classify and add the training data to the text analytics model. You can also create custom reports for the email bot.

To use the Email channel, first build an email bot by defining its behavior and setting up intelligent email routing. For more information, see Building an Email channel.

When you train a text analytics model for an email bot, the system learns to correctly respond to user emails based on the recorded data that you update. A Pega Platform user, such as a customer service representative, can then triage incoming emails in Email Manager or the Case Manager portal. For example, they can reply to customers, transfer triage cases, spin off business cases, and resolve triage cases.

  1. Enable the recording of training data, create training data, and then apply changes to the text analytics model for the email bot.

    For more information, see Training data for the Email channel.

  2. Triage incoming emails for the email bot.

    You can reply to users, send Pulse messages, spin off business cases, detect duplicate triage cases, or resolve triage cases.

    For more information, see Triaging incoming emails.

  3. Create custom reports for the email bot so that you can later adjust machine learning models to achieve greater automation of the system.

    For more information, see Creating reports for the Email channel.

  • Pega Email Bot overview

    Pega Email Bot is a bot system that intelligently interacts with your application to help users with their problems and speed up business processes. Interacting with an email bot through emails, users can more efficiently address their concerns and resolve problems, for example, by requesting more information and opening a business case in the system.

  • Implementing an email bot for an Email channel

    Give users the ability to interact quickly and seamlessly with a Pega Platform application by email. Implement an Email channel so that Pega Email Bot intelligently responds to user emails, for example, by opening a case, or requesting more information about an issue.

  • Conversational channels

    Conversational channels help organizations reach additional users of their enterprise applications. With conversational channels, users can seamlessly interact with a Pega Platform application to obtain help, request a service, and report or solve an issue by using Facebook Messenger, an embedded chat window, Amazon Alexa, or email.

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