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Question

 Srikanth Veeramalla (Srikanth_COFORGE)
Coforge Limited
Lead System Architect
Coforge Limited
US
Srikanth_COFORGE Member since 2011 2 posts
Coforge Limited
Posted: Aug 5, 2019
Last activity: Aug 29, 2019
Posted: 5 Aug 2019 13:07 EDT
Last activity: 29 Aug 2019 6:22 EDT
Closed

Looking design suggestions for a Customer Service Email Bot which has multiple intents

Hello,

We are planning to implement an use case of Email Bot in our Customer Service application to automate replies to real response using pega AI mechanism and NLP. We need your inputs or design suggestions to handle multi intent scenarios (Where a email request contains more than one request type)

Appreciate if you have any suggestions or any better way of implementing this usecase.

Thanks,
Srikanth

***Moderator Edit-Vidyaranjan: Updated Platform Capability***

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Posted: 5 years ago
Posted: 29 Aug 2019 6:22 EDT
Vikas Raidhan (VikasRaidhan)
PEGA
Senior Manager, Customer Service Email
Pegasystems Inc.
IN

When Email bot detects multiple 'topics', you can configure 'Automatic routing' to execute 'All matching actions' and Email bot executes as many routing conditions as are matched. This feature is available in platform version 8.2+.

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