Intelligent Swarming

Aisera offers intelligent swarming through analyzing various factors like ticket content, urgency, impact, and historical data to identify tickets that will likely require collaboration from multiple experts across various departments (Product, Engineering, Sales, etc). Aisera Assist can create a swarm channel in any conversational channel by automatically notifying the most relevant experts based on the roles and past resolutions of the agents. Aisera recommends the most suitable experts to handle the ticket, increasing the first-contact resolution rate and reducing the need for escalation.

When creating the swarm channel, Aisera Assist is able to check the availability of the potential experts based on timezone and schedule.

Aisera Assist will ensure all experts involved in the swarm have access to the relevant ticket and will post a summary of the ticket so far. If urgent, Aisera can post a meeting invite requesting the experts join a live session to resolve the issue.

Aisera can keep track of the progress and action items that occur in the swarm channel and post them directly on the support ticket as a daily summary.