Customer service representatives (CSRs) now increase effectiveness working with Pega Email Bot™ by using several usability improvements in the Email Manager, Case Manager, and Case Worker portals. CSRs can reply to one or all the recipients by email, at any time. In addition, CSRs can also view the detected sentiment of each received email (positive, negative, or neutral), as well as view the sentiment pattern for the entire email thread. In the previous releases, the system showed only the sentiment analysis of the last received email in the email thread for a triage case.
The usability improvements add value to the email bot and help CSRs respond quicker to issues reported by customers. For example, when CSRs notice that the detected sentiment of an email for a triage case is negative, they can take immediate action by responding to the customer and escalating the issue to other relevant stakeholders by replying to all in the Email Manager portal.
The following figure shows the place in the Email Manager portal in which CSRs can view the sentiment of an email or an entire email thread: