Overview of the Agent Assist App

Aisera Assist is an embedded application that runs in your Agent Desktop such as ServiceNow, Salesforce, Zendesk, or Jira Service Desk and provides IT Helpdesk Agents with recommendations to resolve their cases or real time live agent conversations occurring over chat or phone.

These recommendations allow the agent to continue working within their Agent Desktop while resolving a case, instead of going to a different application to search for answers across different sources. Aisera Assist significantly increases agent productivity, reduces mean- time-to-resolution (MTTR) and increases employee satisfaction.

Aisera Assist's main capabilities include Triage, Summarization, Answer Generation, Next Best Action Recommendations and a Conversational Assistant.

Aisera Assist is a safe way to validate the accuracy of the Aisera platform's recommendations with an internal audience and subject matter experts before providing the recommendations directly to employees seeking help.

The Aisera application can learn from the agent's expert feedback and refine the recommendations before the end-user-facing bot is rolled out.