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How to Setup Agent Assist

Refer to Configure an AiseraGPT for detailed steps on #1-9.

Pre-Requisites

  1. Create a new AiseraGPT App in Aisera UI.

  2. Create an Agent Assist Channel with the default configuration.

    Field Predictions, Case Summary, Aisera Answer, Next Best Actions and Aisera Assistant will all be set to true by default. You may disable or enable additional capabilities based on your desired solution.

  3. Create an Integration with the Agent Desktop

  4. Create and attach Ticketing System and Knowledge Article Data Sources to the App.

  5. Ingest Tickets

  6. Ingest Users

  7. Ingest Knowledge Content

  8. Run RAG Neural Indexer on the Knowledge Articles ingested the App

  9. Run NBA Generation on the Tickets ingested in the App

Set up Steps

  1. Download the Case Summary, Aisera Answer and Next Best Action workflows to the tenant from the Worklow Library.

  1. The imported flows can be found in Draft status in AI Workflows > Sort by the Last Updated date

  2. To Set up Field Predictions:

    1. Go to Agent Assist in the Navigation Bar → Configuration tab

    2. Under Configuration, select the correct Data Source

    3. Click on the New Prediction Field, and select the fields that need to be trained one-by-one.

      1. If a field is dependent on another field, group them together. Select an option from the Group drop-down list under the New Prediction field.

    4. Run the Field Prediction Model Training job.

    5. For auto triage of cases, download the required auto triage workflows from the Wofklow Library.

  3. Test via AI Lens > Agent Assist

    1. Users have the ability to enter in an individual Ticket ID or Ticket Title and Description to test what Aisera’s recommendations are within our own environment.

    2. Users can also upload a batch of 1000 cases to run the predictions and will receive a CSV to download to validate the accuracy of the recommendations.

  4. Install the bot in your Agent Desktop (Aisera will provide documentation for widget or app installation based on the Agent Workspace you are utilizing).

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