Triage, Categorize and Escalate

Aisera Assist streamlines ticket triage through categorization, prioritization, and routing, empowering your agents to focus on solving complex incidents with the human touch. Aisera seamlessly creates tickets from any source: email, live chat, phone calls, or through our chatbot. Our AI analyzes the case, predicts and automatically applies field values for fields such as Assignment Group, Assigned to and Priority in order to get the incident into the hands of the correct Agents as soon as possible eliminating manual routing required by agents and incorrect case assignment.

Aisera categorizes incidents and problems by predicting values for Category, Subcategory, Business/TechnicalService and Configuration Item. There are two options for ticket categorization-

1. Auto apply the values on the case when the case is created

2. Provide field value recommendations in the Aisera Assist app for the agent to manually apply

In both scenarios, the customer can configure the Confidence Threshold that must be met prior to Aisrea applying the prediction or dispalying the value in the Aisera Assist App.

Utilizing AI for field prediction recommendation ensures accurate reporting of your case data to understand top drivers, root causes and trends over time in order to make informed decisions on IT helpdesk process improvements. Automated triage and categorization also guarantees data cleanliness.

Aisera offers robust Analytics on the Accuracy and Coverage of our predictions in the Predict and Audit Dashboard. We compare the field value we predict with the actual value utilized in the case once the case is closed. Aisera will learn from the incorrectly predicted values to continually improve accuracy without requiring any additional feedback from agents.

Aisera Assist automates the escalation of cases before they hit timed service-level thresholds. Our AI-driven system continuously monitors all open cases against predefined SLA criteria. When a case is approaching its threshold, the system triggers alerts to notify agents and relevant personnel, such as management or Tier 2 support teams. Customizable escalation rules ensure that appropriate actions are taken, including escalating the case to higher-level support teams, to maintain timely and efficient case resolution.