Agents can spend a lot of unnecessary time responding to email requests, especially when the response involves cutting and pasting customer data. Not only is it time-consuming for agents to handle this work, but it is also prone to manual errors. Whether it is changing an address, requesting a new card, or entering additional information, leveraging artificial intelligence (AI), optical character recognition (OCR) and straight-through processing (STP) can help relieve your agents of redundant time-consuming tasks so they can focus on handling interactions where they add real value.
Email Bot in Pega Customer Service
The Intelligent Email Bot is smart enough to understand intent, context and to automatically extract key data entities from the incoming email (for example, date, city, year) for efficient mapping to case properties. The Assistant color codes fields for agents to visually identify so that they can add or correct anything the AI model might not have identified or might have identified incorrectly. By doing this, agents are training the models by using machine learning, and helping to improve the accuracy of the entity detection over time to get real work done faster.
For more information, see the "Consistent smart email compose experience for all device resolutions" chapter of the Pega Customer Service Release Notes on the Pega Customer Service product page.