Adding a routing condition based on NLP text analysis

Define routing conditions for Pega Email Bot to carry out automatic actions when email content meets these conditions. For example, you can configure the system to create a top-level case or route to a work queue based on information detected using natural language processing (NLP). For the routing condition, you can use a detected entity, topic, sentiment, language, or decisioning result based on text analysis, so that your email bot triggers the appropriate action for intelligent routing.

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 Intelligent routing section, click Add condition.
5. In the Action list, select an action that you want to run automatically in email routing.
   For example: Route to work queue
6. In the Value field, enter an email template, case name, operator, or work queue.
   For example: For the Route to work queue action, enter the name of a work queue: Sales requests.
7. Define the validation conditions for a field on the form:

   Choices	Actions
   Detect an entity - a word or phrase in an email	In the list of fields, select NLP > Entity, and an entity name, for example: #Email. In the comparator list, select the test that you want to perform on the field, for example: Is equal. In the value field, enter a value to compare against the user input, for example: [email protected].
   Detect the topic - the subject matter of an email	In the list of fields, select NLP > Topic. In the comparator list, select the test that you want to perform on the field, for example: Is equal. In the value field, enter a value to compare against the user input, for example: Insurance Quote.
   Detect a decisioning result - the outcome of the interaction strategy	In the list of fields, select NLP > Decisioning result. In the comparator list, select the test that you want to perform on the field, for example: Is equal. In the value field, enter a value to compare against the user input. The email bot can check whether the decisioning result is empty, is not empty, or contains a specified value as the outcome of the interaction strategy, for example, a postal code, or a company or product name. For more information, see Customizable Interaction API for text analytics.
   Detect the positive, negative, or neutral sentiment of an email	In the list of fields, select NLP > Sentiment. In the comparator list, select the test that you want to perform on the field, for example: Is equal. In the value list, select what sentiment to compare against the user input, for example: Positive.
   Detect the language of an email	In the list of fields, select NLP > Language. In the comparator list, select the test that you want to perform on the field, for example: Is equal. In the value list, select a language to compare against the user input, for example: French.

   For example: To route an email to a work queue when the email bot detects the language of the email, select NLP > Language from the list, set the Is equal comparator, and then select French from the value field. When the email bot receives an email that is in the French language, the email is automatically routed to the French Sales requests work queue.
8. Optional: To add more automatic responses based on NLP text analysis, repeat step 4 through 7 for other routing conditions.
   You can also add an automatic response based on an email header content or a when rule.
9. Optional: To specify how your email bot responds when you do not define any criteria or when the email content does not meet any of the criteria, define the default action:
   1. In the Otherwise area, in the Action list, click an action to perform.
   2. In the Value field, enter an email template, case name, operator name, or work queue.
10. Click Save.