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 Praveen Kumar Reddy Mopuram (PraveenKumarReddM)
Cognizant India Pvt Ltd

Cognizant India Pvt Ltd
IN
PraveenKumarReddM Member since 2016 4 posts
Cognizant India Pvt Ltd
Posted: January 8, 2018
Last activity: January 10, 2018
Posted: 8 Jan 2018 4:40 EST
Last activity: 10 Jan 2018 7:54 EST
Closed

Pega Chat Bot - Email Channel

Hi,

Can anyone please tell me how to implement Email channel with bot feature in Pega Chat

Thanks in Advance,

Praveen

Pega Customer Service
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Posted: 3 years ago
Posted: 10 Jan 2018 7:54 EST
Amit Patel (Amit_Patel)
PEGA
Director, Customer Service Engineering
Pegasystems Inc.
US

Hi Praveen, there are many different features that you have mentioned in your post. Are you trying to do Pega Chat or Inbound Email ? 7.31 release of Pega CRM added support for Email channel built on the Multi-Channel Processing functionality. This essentially adds some bot functionality to the inbound email processing before it's presented to an agent. 


For Pega Chat, we have added a feature called Augmented Agent, which uses the incoming message from a customer to find the most appropriate response and suggest it to the CSR. The CSR can either use the response or type in their own. This also trains the model to give better suggestions as time goes on. 


However, I'm not quite sure what "implement Email channel with bot feature in Pega Chat" means.