Next Best Actions
The Next Best Actions feature provides recommendations for agents to resolve a case or problem. The Aisera platform can recommend action workflows or step-by-step troubleshooting instructions to resolve the issue.
Next Best Actions suggestions are generated by identifying the Issue, Root Cause and Resolution from existing tickets and providing recommendations for future similar problems. Multiple Next Best Action recommendations may be relevant to a single ticket. When multiple recommendations are relevant, the Aisera platform will make recommendations for each case based on slightly different issues and root causes.
Agents can copy, post or email the troubleshooting steps directly to the ticket reporter. Agents also have the ability to provide feedback on the recommendations in the Aisera Assist App, for continuous learning.
Default Values Shown for NBA Generation from Messages Job
The default values for the NBA Generation from Messages System Job that is used with the Agent Assist applications/bot now displays the default values in the System Job creation fields.
Each field now contains the default values or value syntax as a background image in the field.
Field Definitions for NBA from Messages Job:
Data Source IDs: Enter one or multiple Data Source IDs (comma-separated). Leave this field blank if you want to include all data sources associated with that bot.
Channel Names: Specify one or more channel names (as they exist on your Aisera tenant (comma-separated), or leave the field empty to include all channels.
Examples: support-hr-compliance, ask_hr_person.
You can find Channel Names in the Overrides tab, after you click the pencil icon to edit the Data Source:
Closed Thread Interval: This helps decide which threads to use for NBA creation — acting as a proxy for closed tickets.
The default is 30, meaning threads last updated 30 days or before are considered. If you're working with newly ingested data (for instance, ingested today), set it to 0 or leave the field blank to include the latest threads.
Thread Limit: This controls how many messages to ingest. Leave it blank to ingest all. Use this if you want to limit the scope, for example, when testing with a few hundred or a thousand messages.
Hover Text for NBA from Messages Job
Each field also contains hover text (descriptions that appear when you move the computer mouse over a field).
Scheduling for NBA Generation from Tickets or Messages Jobs
You can now set the System Jobs schedule for NBA Generation from Tickets or NBA Generation from Messages in the Agent Assist window of the Aisera Admin UI by navigating to Agent Assist → Configuration.
Two new buttons with the titles, Start NBA Generation Job and Start NBA from Messages Job are now in the upper-right corner of the Agent Assist Configuration window, next to the Start Knowledge Predictions Accuracy Job.
When you select one of these buttons, a New NBA Generation Job or New NBA from Messages Job window appears. The default options for each of the fields appear as background text within the field.
Hover text for each field gives you a description of the field.
The schedule will run for the Bot for the set of Data Sources specified in the Data Source Ids field.
Notes:
A schedule is set for Tickets and/or Messages.
Only one schedule can be set for Tickets and/or Messages for one Bot.
To clear the schedule, stop the schedule, or update an existing schedule, set the start date and time to now and choose OK.
To add a new data source to the recurring schedule, run the NBA Generation Job manually and update the list of data sources (same if a new slack channel needs to be added).
To see the current schedule settings, click one of the Start NBA Generation buttons and the New NBA Generation Job window will show the current schedule (this is the same for messages).
Intent Predictions Removed
In accordance with Aisera’s simplification initiative, Intent Predictions no longer appears on the Next Best Actions section of the Ticket Details window.
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