Generative AI Learning

To use the Generative AI Learning feature, select the Gen AI Learning tab from the Aisera Administration application (Admin UI). The Generative AI Learning window includes a Summary of the learning, and then breaks down the data to Ticket Learning, Knowledge Learning, and Case Insights.

Case Insights

Use the Case Insights tab tab to review your tickets by clusters.

You can use clusters to see the Top Drivers of tickets receiving Negative Feedback on Agent Assist recommendations or receiving No recommendations at all (Knowledge Gaps).

1. Gen AI Learning > Case Insights > and then choose the ‘Start Learning Job’ button to display the Learning Configuration window.

1. Configuration > Select the criteria of tickets you want to consider (a few important items are shown below).

   1. Add a ‘Job Name’ - Include details on your configuration criteria so you can remember when viewing past jobs

   2. ‘Data Source’ field is Required

   3. Add ‘Last Updated’ to select the date range of tickets you would like to job to look at

   4. ‘Feedback Type’ - Select Summary, Answer or Next Best Actions depending on your criteria

   5. ‘Feedback’ - Select Positive or Negative depending on your criteria

   6. Or ‘Recommendation State’ - Select all

      1. Use Recommendation State only (not Feedback field) if you want to see the Knowledge Gaps

1. Go to the Preprocessor tab and select ‘Title and Description’ in ‘Fields to process’.

   1. You can add any other exclusion criteria as desired to have a clean set up tickets

1. Run Start Learning Job

2. Monitor Case Insights Job Status in the Jobs Page

3. Once Job completes, you can review the top clusters formed out of the tickets on the Case Insight tab.