Defining entity extraction
Define the autofill settings for a case type by mapping the entities that Pega Platform natural language processing (NLP) detects in the conversation to the Pega Customer Service case properties.
Pega Customer Service Implementation Guide
- On the Configuration tab of your Digital Messaging interface, in the Content section, click the Switch to edit mode icon for a case.
- In the Response configuration window, on the
Entities extraction tab, map the entities to its
case properties by performing the following steps:
- Click Add mapping.
- In the Entity list, select an entity.
- In the Case property list, select the field to
which you want to map the entity.
For example: If you want the country code to populate when CSRs select a country, select Country as the entity, and map it to the Country code case property.
- Click Submit.
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