Case Creation

The Aisera platform includes out-of-the-box workflows for automated ticket creation and ticket management. Aisera can create and update cases in any ticketing system from any conversational channel, such as Slack, Microsoft Teams, or a custom conversational interface.

Incidents or requests can be automatically created in a variety of ways:

1. The user asks the bot a question that the bot is unable to answer, so the bot proactively asks the user if they would like to create a ticket,

2. The user is unsatisfied with a conversation, so the bot automatically creates an escalation ticket,

3. The bot creates silent tickets for each request or requests that meet specific criteria.

When a ticket is created in the ticketing system, the Aisera platform can triage the ticket by applying field values and routing the ticket to the correct assignment queue. You can configure the Aisera software to include the conversation history between the user and the bot in the created ticket. Additionally, the bot will ask the user to fill out any required fields in the ticket.

You can also manage tickets from a conversation in the chatbot, such as,

1. Adding a comment

2. Viewing all open tickets

3. Closing a ticket

You can edit the Ticket Management workflows to customize the automation in the AI Workflows, Hyperflows, or AI Assist sections of the Aisera Administration application.