# Ticket AI Agent Assist

After you have created and configured the settings for the AiseraGPT base, navigate to \
Settings > Channels and add the Agent Assist channel to your tenant.

### To add the Agent Assist channel to your Tenant:

1. Navigate to Settings > Channels in the Aisera Admin UI.
2. Click the + New Channel button in the upper-right corner.
3. Select the Ticket AI Agent Assist icon.

<div align="left"><figure><img src="https://3281977978-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvBFXjH9S1CAy9f5hzg5Q%2Fuploads%2FMVc0X5Eyf1WPfZyAQMHc%2Fticket_ai.png?alt=media&#x26;token=3ab88cfe-4f11-4e44-80db-e464db622d84" alt="" width="563"><figcaption></figcaption></figure></div>

4. Click Next.
5. The second part of the Agent Assist Channel configuration allows you to choose which options you want to see in your Agent Assist application/bot.&#x20;

<div align="left"><figure><img src="https://3281977978-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvBFXjH9S1CAy9f5hzg5Q%2Fuploads%2FX6XgsHltchP6RCcEgYAX%2Faa_3.png?alt=media&#x26;token=461200d7-7b31-4b35-bc0d-26f015255b26" alt="" width="563"><figcaption></figcaption></figure></div>

<div align="left"><figure><img src="https://3281977978-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvBFXjH9S1CAy9f5hzg5Q%2Fuploads%2FMKtsz40KJfXoYk51GG9S%2Faa_4.png?alt=media&#x26;token=9a25a63f-59ec-4ebf-8f9b-1299b54a4a6d" alt="" width="563"><figcaption></figcaption></figure></div>

<figure><img src="https://3281977978-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvBFXjH9S1CAy9f5hzg5Q%2Fuploads%2FxOzwriTcOIHbYmKsIFg7%2Faa_5.png?alt=media&#x26;token=20c3c6e5-d64f-4915-8b33-a763bbeb0b6c" alt=""><figcaption></figcaption></figure>

<figure><img src="https://3281977978-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvBFXjH9S1CAy9f5hzg5Q%2Fuploads%2FrbEELbzEaHj6OWzcnkoB%2Faa_6.png?alt=media&#x26;token=773de54d-b288-4178-9458-c82f9a92d3f9" alt=""><figcaption></figcaption></figure>

\ <br>

<figure><img src="https://3281977978-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvBFXjH9S1CAy9f5hzg5Q%2Fuploads%2F27OJa2TYii454yxtcr7m%2Faa_7.png?alt=media&#x26;token=fed147d3-0e5f-4c5d-9e51-d110b5cce021" alt=""><figcaption></figcaption></figure>

<figure><img src="https://3281977978-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvBFXjH9S1CAy9f5hzg5Q%2Fuploads%2FXAfFuucLv0zvLQ29w5H4%2Faa_8.png?alt=media&#x26;token=305e8097-d796-4043-8925-9b61b10d04d8" alt=""><figcaption></figcaption></figure>

<figure><img src="https://3281977978-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvBFXjH9S1CAy9f5hzg5Q%2Fuploads%2FjL8JQfUu3vD21DnN8rfp%2Faa_9.png?alt=media&#x26;token=950a525e-204f-4c81-8b5b-1c5fad841f66" alt=""><figcaption></figcaption></figure>

<figure><img src="https://3281977978-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvBFXjH9S1CAy9f5hzg5Q%2Fuploads%2FueKb8KBCXBUY2wtt1aNe%2Faa_10.png?alt=media&#x26;token=27957fca-5d47-4e20-9df9-3f447d8bfed9" alt=""><figcaption></figcaption></figure>

Default Widget Configuration (JSON)

```
[
   {
      "name": "top",
      "layout": "column",
      "sections": []
   },
   {
      "name": "main",
      "layout": "tabs",
      "sections": [
         {
            "name": "Recommendations",
            "description": "AI-generated content may contain inaccuracies or be misleading. Always verify its accuracy before drafting a response to customers.",
            "enabled": true,
            "sections": [
               {
                  "name": "ticket_summary",
                  "enabled": true,
                  "config": {
                     "caseSummary": {
                        "title": "Case Summary",
                        "enabled": true,
                        "container": "expand",
                        "actions": {
                           "showCopy": true,
                           "showPost": false,
                           "showEmail": false
                        },
                        "feedback": {
                           "select": {
                              "label": "Select the reason you provided this rating.",
                              "options": [
                                 {
                                    "label": "Irrelevant Case Comments",
                                    "value": "IrrelevantCaseComments"
                                 },
                                 {
                                    "label": "Missing Important Case Details",
                                    "value": "MissingImportantCaseDetails"
                                 },
                                 {
                                    "label": "Missing Resolution / Summarization",
                                    "value": "MissingResolutionOrSummarization"
                                 },
                                 {
                                    "label": "No Response Provided",
                                    "value": "NoResponseProvided"
                                 },
                                 {
                                    "label": "Partially Correct",
                                    "value": "PartiallyCorrect"
                                 }
                              ]
                           },
                           "text": {
                              "label": "Provide additional feedback for the selected reason.",
                              "placeholder": "Provide more information about the selected reason."
                           }
                        },
                        "autoRefresh": {
                           "default": 15000,
                           "maxTries": 2
                        }
                     },
                     "aiseraAnswer": {
                        "title": "Aisera Answer",
                        "enabled": true,
                        "container": "expand",
                        "actions": {
                           "showCopy": true,
                           "showPost": false,
                           "showEmail": false
                        },
                        "feedback": {
                           "select": {
                              "label": "Select the reason you provided this rating.",
                              "options": [
                                 {
                                    "label": "Irrelevant Answer",
                                    "value": "IrrelevantAnswer"
                                 },
                                 {
                                    "label": "Known Knowledge Article Not Found",
                                    "value": "KnownKnowledgeArticleNotFound"
                                 },
                                 {
                                    "label": "Misleading Answer",
                                    "value": "MisleadingAnswer"
                                 },
                                 {
                                    "label": "No Response Provided",
                                    "value": "NoResponseProvided"
                                 },
                                 {
                                    "label": "Partially Correct",
                                    "value": "PartiallyCorrect"
                                 },
                                 {
                                    "label": "Too General / Vague",
                                    "value": "TooGeneralOrVague"
                                 },
                                 {
                                    "label": "Wrong Product Area Focus",
                                    "value": "WrongProductAreaFocus"
                                 }
                              ]
                           },
                           "text": {
                              "label": "Provide additional feedback for the selected reason.",
                              "placeholder": "Provide more information about the selected reason."
                           }
                        },
                        "autoRefresh": {
                           "default": 20000,
                           "maxTries": 3
                        }
                     }
                  }
               },
               {
                  "name": "next_best_action",
                  "enabled": false,
                  "config": {
                     "title": "Next Best Actions",
                     "container": "expand",
                     "actions": {
                        "showCopy": true,
                        "showPost": false,
                        "showEmail": false
                     },
                     "feedback": {
                        "select": {
                           "label": "Select the reason you provided this rating.",
                           "options": [
                              {
                                 "label": "Incorrect Troubleshooting Steps",
                                 "value": "IncorrectTroubleshootingSteps"
                              },
                              {
                                 "label": "Misleading Answer",
                                 "value": "MisleadingAnswer"
                              },
                              {
                                 "label": "No Response Provided",
                                 "value": "NoResponseProvided"
                              },
                              {
                                 "label": "Partially Correct",
                                 "value": "PartiallyCorrect"
                              },
                              {
                                 "label": "Wrong Product Area Focus",
                                 "value": "WrongProductAreaFocus"
                              }
                           ]
                        },
                        "text": {
                           "label": "Provide additional feedback for the selected reason.",
                           "placeholder": "Provide more information about the selected reason."
                        }
                     },
                     "autoRefresh": {
                        "default": 20000,
                        "maxTries": 3
                     }
                  }
               },
               {
                  "name": "predictions",
                  "enabled": true,
                  "config": {
                     "title": "Field Predictions",
                     "colors": {
                        "success": "green",
                        "warning": "yellow",
                        "error": "error"
                     },
                     "showApplyAll": false,
                     "excludeFieldApply": [
                        "Product_Line__c",
                        "Product__c",
                        "Sub_Product__c",
                        "Area__c",
                        "Sub_Area__c"
                     ],
                     "excludeFields": [],
                     "message": {
                        "missingCustomSettings": "No custom settings fields available.",
                        "missingCustomMetadata": "No custom metadata type fields mapping available.",
                        "emptyPredictions": "No field predictions available."
                     },
                     "container": "expand"
                  }
               }
            ]
         },
         {
            "name": "Assistant",
            "description": "",
            "enabled": true,
            "sections": [
               {
                  "name": "aisera_assistant",
                  "enabled": true
               }
            ]
         }
      ]
   },
   {
      "name": "bottom",
      "sections": []
   }
]
```

Default Widget Policy (JSON)

```
{
   "enabled": true,
   "queryFields": [
      "title",
      "description"
   ],
   "preProcessingV2": {
      "title": "functionsetTitle(title){if(title.startsWith(\"'\")){title=title.replace(\"'\",'');}if(title.endsWith(\"'\")){title=title.substring(0,title.length-1);}returntitle;}",
      "description": "function(description){varpre='Message:ShortDescriptionofIssue:';vari=description.toLowerCase().indexOf(pre.toLowerCase());if(i>=0){returndescription.substring(i+pre.length(),description.length());}returndescription;}"
   },
   "processing": {
      "fields": [
         "title+description"
      ],
      "sequentialStopScore": 90
   },
   "confidenceScoreThreshold": {
      "intent": 20
   },
   "scoreNormalization": {
      "intent": "function(score){return(score-80)*(100-95)/(100-80)+95;}"
   },
   "useTenantClientRestAPI": true,
   "useKBClassifier": false,
   "useKBClassifierV2": false,
   "KBClassifierMode": "append",
   "predictionTimeout": {
      "similarTickets": 10,
      "search": 6,
      "icmv2": 20,
      "sentiment": 20,
      "nlp": 10,
      "summary": 10,
      "answer": 30,
      "intentExtraction": 5
   },
   "aclKeys": [],
   "intentExtractorService": {
      "enabled": false,
      "deadlineInSec": 10
   }
}
```

\
Default Post-Processing Instructions (JavaScript)

```
function postProcessing(predictionInputObj){
    /* predictionInputObj contains responseData and ticketObj as json */
    var predictionObj = {};
    try {
        var inputTicketObj = predictionInputObj.ticketObj;
        predictionObj = predictionInputObj.responseData;
    } catch (err) {
        console.log(err);
        predictionObj = { errorMessage: err, input: predictionInputObj };
    }
    return predictionObj;
}
```

Default Post-Processing Field Predictions (JavaScript)

```
function predictionPostProcessing(predictionInputObj){
    /* predictionInputObj contains responseData and ticketObj as json */
    var predictionObj = {};
    try {
        var inputTicketObj = predictionInputObj.ticketObj;
        predictionObj = predictionInputObj.responseData;
    } catch (err) {
        console.log(err);
        predictionObj = { errorMessage: err, input: predictionInputObj };
        return predictionObj;
    }
    return predictionObj;
}
```

Default Post-Processing Similar Tickets (JavaScript)

```
function similarTicketsPostProcessing(predictionInputObj){
    /* predictionInputObj contains responseData and ticketObj as json */
    var predictionObj = {};
    try {
        var inputTicketObj = predictionInputObj.ticketObj;
        predictionObj = predictionInputObj.responseData;
    } catch (err) {
        predictionObj = { errorMessage: err, input: predictionInputObj };
        return predictionObj;
    }
    return predictionObj;
}
```

Default Post-Processing Sentiment Predictions (JavaScript)

```
function sentimentPostProcessing(predictionInputObj){
    /* predictionInputObj contains responseData and ticketObj as json */
    var predictionObj = {};
    try {
        var inputTicketObj = predictionInputObj.ticketObj;
        predictionObj = predictionInputObj.responseData;
    } catch (err) {
        predictionObj = { errorMessage: err, input: predictionInputObj };
        return predictionObj;
    }
    return predictionObj;
}
```

Default Post-Processing Knowledge Article Predictions (JavaScript)

```
function relatedKBPostProcessing(predictionInputObj){
    /* predictionInputObj contains responseData and ticketObj as json */
    var predictionObj = {};
    try {
        var inputTicketObj = predictionInputObj.ticketObj;
        predictionObj = predictionInputObj.responseData;
    } catch (err) {
        predictionObj = { errorMessage: err, input: predictionInputObj };
        return predictionObj;
    }
    return predictionObj;
}
```

System User Email

<figure><img src="https://3281977978-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvBFXjH9S1CAy9f5hzg5Q%2Fuploads%2FKNd4w7I6HmtIIqBaA3g4%2Faa_20.png?alt=media&#x26;token=13ab608d-169c-47f8-b7e0-31a3b59b684d" alt=""><figcaption></figcaption></figure>

Click the **OK** button.

### To choose the Agent Assist channel for your application/bot: