Pega Agentic AI Email Bot: Intelligent Responses and Case Creation from Email

AI
, , , , , ,
1

Enjoyed this article? See more similar articles in :fire::fire::fire: Pega Cookbook - Recipes :fire::fire::fire: series.

Pega Agentic AI Email Bot: Intelligent Responses and Case Creation from Email

This article describes a Pega Agentic AI Email Bot that turns inbound emails into governed business outcomes by understanding intent, extracting and structuring data, and orchestrating end-to-end case lifecycles. It highlights three capabilities: generating coherent replies by retrieving Pega knowledge articles; creating a Loan Application case directly from structured details in an email body with real-time validation and rule enforcement; and creating a Claim Case from an attached document using AI-based document understanding and clean mapping to Pega’s data model. Across the use cases, the value is reduced manual work (often zero UI interaction), faster onboarding/processing, and improved auditability and data integrity through Pega’s case management and guardrails.

Demo: https://players.brightcove.net/1519050010001/default_default/index.html?videoId=6393102727112

Use Case 1: Creating a Loan Application Directly from Email Content

Scenario

The same or a separate email includes structured details such as:

  • Applicant name

  • Loan amount

  • Loan type

  • Supporting information

How Pega Agentic AI Handles This

  • Pega extracts key fields from the email body.

  • A Loan Application case is created automatically.

  • Properties are mapped directly to the case data model.

  • Validation rules and business logic are applied in real time.

Key Value

  • Zero UI interaction required

  • Faster onboarding and reduced friction

  • Fully governed case lifecycle within Pega

Use Case 2: Creating a Claim Case from an Email Attachment

Scenario

The email includes an attachment (for example, a claim document or report) with the instruction:

“Attached is my claim report. Please create a claim case.”

How Pega Agentic AI Handles This

  • The attachment is processed using AI-based document understanding.

  • The document is mapped as follows:

    • Embedded Page (Single) for the primary document metadata

    • PageList structures for:

      • Claimants

      • Claim details

  • All mappings work as expected and align cleanly with Pega’s data model.

  • A Claim Case is automatically created and routed.

Key Value

  • Converts unstructured documents into structured, actionable data

  • Removes manual data entry

  • Maintains auditability and data integrity

Enjoyed this article? See more similar articles in Pega Cookbook - Recipes :fire::fire::fire: series.

2

@Ramesh Sangili Nice demo Email Pega Agent is some thing every company likes it to boost productivity we can enhance its skills for cleaning mailbox also with intelligent options. Definitely a most popular usecase for Enterprise.

1 Like