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Agentic Email: Resolve the request end-to-end
What's New | August 27, 2026 | 06:18
In Pega Customer Service™ 26, an Agentic Email bot helps process incoming email the way a customer service representative (CSR) handles a service request. It reads the message and attachments, identifies the customer’s intent, creates the Case, asks for missing information, and escalates the work when a person needs to make a decision.
In this video, Roberto Genco, Principal Specialist Solutions Consultant, configures an Agentic Email Channel and its Agent, then shows an Agentic Email bot handling a customer's request for a credit limit increase.
About this Series
Pega experts provide demonstrations, explanations, and use case examples to illustrate the capabilities and advantages of the new features. These videos are typically released alongside major product releases or significant updates, helping users stay informed about the latest developments in Pega's software offerings.
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