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Creating text predictions

Updated on May 17, 2024

Predict business events and customer behavior by creating predictions that analyze the text that comes through your channels, such as email or chat, to predict the topic or sentiment of the text.

The system creates a text prediction automatically for each new email or Pega Intelligent Virtual Assistant (IVA) channel that you add in App Studio. A link to the text prediction is available in the channel configuration. For more information, see Creating an Email channel and Creating a Digital Messaging channel.

You can also create a text prediction manually in Prediction Studio, and then add the text prediction to a conversational channel. To create a text prediction in Prediction Studio, perform the following steps:

  1. In the navigation pane of Prediction Studio, click Predictions.
  2. In the header of the Predictions work area, click New.
  3. In the Create a prediction window, select Text analytics, and then click Next.
  4. In the Prediction name field, enter a name to identify the prediction.
  5. In the Subject field, specify the subject of your prediction by selecting one of the following options:
    • Email
    • Chat
    • Other
    Creating a text prediction for an email channel
    The Create a prediction window with email selected as the topic and U+ Bank customer support as the associated channel
  6. In the Save to channel list, select a channel to which you want to add this prediction, for example, an email or chat channel.
  7. In the Apply to field, select the class for the prediction.
    Result: The Branch and Ruleset fields are populated based on your selection of class. You can choose a different branch and ruleset in the respective fields.
  8. In the Languages list, select one or more languages of the text that you want to analyze.
    For more information, see Language support for NLP.
  9. Click Create, and then click Save.
    Result: The prediction is now available in the Predictions workspace.
What to do next: Configure your text prediction. For more information, see Analyzing messages with text predictions.

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