Pega Email Bot

Triage and respond to millions of customer emails – fast

Keeping up with day-to-day email volume is difficult in the best of times. Add in a major crisis and a rapidly shifting market and the challenge gets even harder. This puts an enormous strain on your customer experiences, employee productivity, and existing processes.

With Pega Email Bot, you can handle massive volumes of email at the speed today’s market demands. Give your customers the timely and personalized responses they expect. Increase efficiency. And empower your employees to focus on what matters most – customer relationships.

Go from robotic responses to real replies

Pega Email Bot helps you automate, triage, and respond to large volumes of customer email while still providing a personal touch. With the Pega Email Bot, you can:

• Focus on the customer. Provide your customers with personalized messages and real outcomes – not pre-canned auto-responses.
• Eliminate manual work. Use self-learning AI to intelligently route emails to the right place, freeing up employees to focus on more complex tasks.
• Streamline operations. Drive work across back-end systems to accelerate work and unlock legacy applications.

Understand. Act. Learn. Repeat.

The Pega Email Bot understands and actions email – taking intelligent email automation to the next level. Capabilities include:

• Understanding human communication. Emails don’t always follow a set structure, and key information can be hidden in attachments. Pega Email Bot uses natural language processing (NLP) text analysis to quickly understand an email’s topic, see context, and automatically map vital information.

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• Taking action on email. Whether it’s changing an address, requesting a new card, or entering additional information, Pega Email Bot uses powerful case management to create and triage work to the right person or system, and drive it to completion.

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• Constantly learning. Every email is captured and fed back into Pega’s machine learning algorithms to improve accuracy and keep up with rapid changes to your business.
• Knowing your customers’ context. Start with email and extend the same customer journey to chat, web, and mobile. No matter how or where your customers choose to interact with you, Pega Email Bot keeps context across channels to provide a consistent experience.