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.

If you want to configure the third-party Dialogflow text analyzer, obtain and install the Dialogflow text analyzer component from Pega Marketplace. For more information, see Installing the Dialogflow component.

To provide better responses, you can configure more than one text analyzer in your email bot. In that scenario, the text analyzers scan the email content one by one, starting with the first analyzer in the list, until they find a response. You can also configure one text analyzer to analyze only the content in the email body, while configuring another to perform only the text analysis of email attachments.

  1. Configure text analyzers for the email bot so that the system users natural language processing (NLP) and adaptive analytics text analysis of the email.
    For more information, see Adding a text analyzer for an email bot.
  2. 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.
  3. Optional: To let the email bot analyze text contained in image-based email attachments, configure and use the optical character recognition (OCR) component.
    For more information, see Pega OCR on Pega Marketplace.
  4. Optional: To enable the automatic detection of a language for text analysis, configure a dedicated text analyzer.
    For more information, see Enabling automatic language detection for text analysis.
  5. Optional: To use a third-party text analyzer from Google to analyze text and extract entities, install the DialogFlow component. For more information, see Installing the Dialogflow component.