Configuring email analysis

Improve automatic actions that the system performs on emails, by configuring Pega Email Bot that analyzes email content for topics, sentiment, language, and entities. You can also configure additional analysis for the email subject field and file attachments.

Before you begin: Define suggested responses for your email bot. For more information, see Defining suggested responses for an Email channel.

An email bot uses entities and other information that is detected during text analysis of email body, subject, and attachments, in intelligent email routing, to determine the best action, for example, to open a case or send an automatic reply.

  1. Define topics, the general subject, the intent of email that is detected by the email bot using text analysis.
    For more information, see Defining topics for text analysis for an email bot.
  2. Optional: To enable the automatic detection of a language for text analysis, configure the text analyzer.
    For more information, see Enabling automatic language detection for text analysis.
  3. Optional: To enable subject analysis in email, configure the text analyzer.
    For more information, see Enabling subject analysis in email.
  4. Optional: To enable attachment analysis, configure the text analyzer.
    For more information, see Enabling email attachments analysis during email triage.