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Automate email processing for Customer Service

Accelerate outcomes and automate work

Don’t get bogged down by email triage and response.

Contact centers face massive volumes of email for inquiries that range from straightforward to complex. Many customers prefer email for its simplicity and familiarity – and although it can be among the most time-consuming service channels, customers will still expect a timely response.

Using natural language processing (NLP), AI-powered decisioning, and continuous machine learning, Pega’s email automation tool can respond to customers directly or triage email accordingly. This delivers faster customer outcomes and improves agent efficiency.

As part of an end-to-end customer service platform, AI-powered email automation allows companies to streamline processes and manage higher volumes without having to expand operations.

Triage and respond to emails autonomously

Action email automatically
Action email automation

Prevent bottlenecks and deliver faster responses

Whether it’s changing an address, requesting a new card, or checking on a payment, Pega Email Bot uses powerful case management to create and triage work to the right person or system, and drive it to completion.

AI-powered decisioning
Intelligent text analytics
Intelligent text analytics

Capture customer intent for personalized service

Pega Email Bot uses natural language processing (NLP) text analysis to provide continuous contextual info and guidance with topic detection, suggested use cases, and intelligent responses.

NLP text analyzer
Continuous machine learning
Continuous machine learning

Self-improving processes

Every email is captured and fed back into Pega’s machine learning algorithms to improve accuracy and keep up with rapid changes to your business.

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Scale with confidence
Scale with confidence

Automate email to unlock productivity gains

Integrate email automation into your existing applications and processes without disruption. Tailored to the way business happens today and designed to evolve as organizations grow and requirements change.

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Learn how to deliver faster outcomes with self-service across channels
Get started with email automation
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