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Defining entity extraction

Updated on December 3, 2021

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
  1. On the Configuration tab of your Digital Messaging interface, in the Content section, click the Switch to edit mode icon for a case.
  2. In the Response configuration window, on the Entities extraction tab, map the entities to its case properties by performing the following steps:
    1. Click Add mapping.
    2. In the Entity list, select an entity.
    3. 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.
    4. Click Submit.


Pega Customer Service 8.7 Pega Customer Service for Communications 8.7 Pega Customer Service for Financial Services 8.7 Pega Customer Service for Healthcare 8.7 Pega Customer Service for Insurance 8.7

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