Hello,
We have SAP ERMS solution build to route emails to agents using rules.
Our organization has recently created an API which can better classify / extract intent/ keywords from email. We wanted to make use of this API in some of the rules if possible within ERMS
Or
Once the current processing is done in ERMS and emails are allocated to a queue, we wanted to pull these and use the new API to classify, and based on the result allocate those to agents.
Our questions are
1) Is it possible to externalize or augment the current rule builder with an external API ?
2) Are there rest APIs available to read emails out of a Queue and another API to allocate to a user ?
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