Ability to train the text analytics model based on email attachments
Valid from Pega Version 8.6
You can now train the text analytics model for Pega Email Bot™ based on training data from email attachments. As a result, you improve the natural language processing (NLP) analysis for your email bot so that your system detects the correct language, sentiment, topics, and entities from both the body of emails and their attachments. By default, you train the text analytics model based only on training data from the body of emails.
For more information, see Enabling training the model based on email attachments.
Reports with visualizations of performance and automation levels for the email bot
Valid from Pega Version 8.5
In the Email Manager portal, you can now use built-in reports to visualize Pega Email Bot™ performance and the automation levels that are related to received emails, triaged cases, and created business cases. You can plug the reports to display the report data in other portals, for example the Case Manager portal. Based on the information displayed in the reports, you can adjust the machine learning models to achieve greater automation in the system.
For more information, see Viewing the reports for the Email channel and Built-in reports for the email bot.
Support for rich user interface controls in IVA for Web Chatbot
Valid from Pega Version 8.2
You can now use rich user interface controls in Pega Intelligent Virtual Assistant™ (IVA) for Web Chatbot because Pega Platform™ includes a framework for advanced user interface controls. You can use a date picker control and add file attachments while chatting with the chatbot. These features provide a richer and more robust user experience and they help the user accomplish tasks more quickly without the need for complex validation messages.
For more information, see Use rich user interface controls in Web Chatbot.
Usability improvements in the Email Manager and Case Manager portals
Valid from Pega Version 8.5
Pega Email Bot™ customer service representatives (CSRs) working in the Email Manager, Case Manager, or Case Worker portals can now quickly reply to one recipient or to all recipients. CSRs can also view the sentiment analysis of an email (positive, negative, or neutral) for each received email, displaying the sentiment pattern for the entire email thread in a triage case. The email bot improvements add value for CSRs working in the portals and help them save time when responding to user requests.
For more information, see Understanding the email triage process and Replying to customers by email for an email bot.
Ability to import and export Intelligent Virtual Assistant or Email Bot training data
Valid from Pega Version 8.3
You can now copy Pega Intelligent Virtual Assistant™ (IVA) or Pega Email Bot™ training data between Pega Platform™ application environments by performing an export and import action. Importing and exporting training data between Pega Platform application environments results in greater accuracy of entity detection. Entities are detected by the system in a chat conversation, including attachments, to help respond to the user correctly, and consist of proper nouns that fall into a commonly understood category such as a person, organization, or a ZIP code. The ability to copy training data also makes it easier to maintain IVA or Email Bot, and build its artificial intelligence.
For more information, see Copying training data to another environment and Copy training data and model to another IVA or Email Bot environment.
Improvements to the Email channel configuration and content analysis
Valid from Pega Version 8.2
To make the Intelligent Virtual Assistant™ (IVA) for Email more useful and easier to manage, you can track all the Email channel configuration changes that you or other operators make. The system now also detects defined entities and topics, not only in the contents of the email messages and its attached files, but also in the email subject field which improves the responsiveness of IVA to emails. You can map same text that appears in an email triage case to different entities. In previous versions of Pega Platform, only the email body was analyzed but with subject analysis, now the entire email is analyzed for topics and entities, including its salutation and signature.
For more information, see Tracking configuration changes in the Email channel and Enabling the analysis of subject field content during email triage.