Overview of Aisera Agent Assist

Aisera's Agent Assist is an embedded application that runs in your Enterprise Agent Desktop software 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 Agent Assist for Case

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

For information about each of these capabilites, see Agent Assist Use Case Map.

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.

The Agent Assist Window

The Aisera Admin UI has a corresponding window for the Agent Assist application/bot. You can manage some of the Agent Assist features and run Next Best Actions from this window.

You can also configure Next Best Action Job schedules and then start Next Best Action Jobs and Knowledge Predictions Accuracy Jobs from this Configuration tab.

For more information, see Using the Agent Assist Window.