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Using incoming email to train the text analytics models

Updated on March 16, 2021

You can enable the Record training data feature to record the data from incoming emails that helps in training the machine-learning text analytics models. These models further help in routing and automating the email processing. Customer service representatives can provide feedback to the recorded training data to make any correction if required, which helps in building the models using the accurate data.

Pega Customer Service Implementation Guide

  1. In the navigation pane of App Studio, click Channels.
  2. In the Current channel interfaces section, click the icon that represents your existing Email channel.
  3. To record the data from the received email for training purposes, on the Configuration tab, select the Record training data check box.
  4. Click Save.
What to do next: After recording the data for the Email channel, you can use that recorded to train and build the machine-learning text analytics model. For more information about building models by using the training data, see Training the model for the Email channel.

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