Aisera Answer

The Aisera Answer feature generates a natural language response to a current case, based on the company’s knowledge base, historical cases, allowed public knowledge or other configured content sources.

The Aisera Answer software utilizes Retrieval-Augmented Generation (RAG) to search across external sources to extract and generate a direct natural language response to the question reported in a case. Agents can post or email this response to the case reporter or copy the answer, edit the answer, and then send it to the reporter.

Agents are able to provide feedback on each answer in the app, and this feedback will be utilized by the Aisera software to continuously learn and improve the accuracy of the responses.

Aisera Answer - View Analytics by Knowledge Base Data Source

You can now view analytics sorted by the Knowledge Base Data Source to see how Knowledge Base Articles from one source are performing compared to Knowledge Base Articles from another source.

Analytics on Agent Assist Window

This provides granularity about which KB Articles have room for improvement.