Text analyzers in the Email channel

Text analyzers process user input and look for matching responses in Email Bot. As a result, the system knows how to correctly respond to an email from a user.

User input for Email Bot consists of the email body, header, subject, and attachments. You can configure one or more text analyzers in Email Bot. They are used together to provide the best responses. The contents of the email from the user is analyzed by the first text analyzer in the list, and if no match is found, the second text analyzer in the list, and so on, until a response is found.

The following text analyzers are available:

• Exact match - The default text analyzer that matches user input to a response exactly.
• Pega NLP - An advanced text analyzer that uses the best approximate match by using advanced natural language processing (NLP) and artificial intelligence. You must specify a text analyzer rule for this definition type indicating sentiment, classification, topic, and entity extraction analysis.
• Pega NLP generated (deprecated) - A simplified version of the Pega NLP text analyzer. It guesses expected exact and approximate responses by using NLP. This text analyzer definition is only available in an Email channel that was created in previous Pega Platform versions.
• iNLP - An advanced intelligent NLP text analyzer that uses decisioning enabled text analysis. It integrates text analytics with strategies, propositions, and interaction history to provide the context for making better next-best-action decisions. For more information, see the Pega Community Customizable Interaction API for text analytics article.