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Testing Your Agent Assist Bot

AI Lens allows users to input a ticket ID or a ticket title and description to test Agent Assist’s recommendations (Summary, Answer, NBA or Fields). You are able to test individually or upload a csv to test in batch mode.

Testing Procedure

  1. Navigate to AI Lens > Agent Assist Tab.

Agent Assist Tab within AI Lens

  1. Enter the Ticket ID and View Case Summary and Answer.

Enter Ticket IS

  1. To upload a batch of tickets, create a CSV with 1 column with the title = ‘ticketId’. Add the ticket ids (they can be either the display id or the external id). The file can have a maximum of 1000 rows.

  2. You can select the tickets you want to include and download the IDs from the SOR > Tickets tab using the filters.

  3. Select File, then Select the CSV file you created.

  4. Click OK.

Select the CSV File You Created

  1. Monitor the status of your job by clicking View Jobs in the pop-up message. or by navigating to Settings > Jobs.

Successful Job Completion

  1. View the Ticket AI Batch Predictions job. After the Ticket AI Batch Predictions job is Successfully completed, press Download Predictions.

  1. View the Case Summary, Aisera Answer, NBA and Field Prediction results for each Ticket ID. NOTE: If the job fails within 35-45 seconds, this means the format of the file is incorrect.

    1. Try creating a google sheet and adding the info here then exporting as CSV and uploading.

    2. Verify that the number of rows is not greater than 1000.

    3. Verify that the column header is ‘ticketId’

    4. Verify that the ticket ids have the right format (make sure that if there is a 0 in front of the id, it did not get deleted when using Google Sheets or Excel.

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