Conversational Learning
You can take conversation logs from your communication channels like Slack, Gchat, Teams, or ticket logs and produce meaningful resolutions to help answer user queries. The Aisera Conversational Learning feature can produce meaningful resolutions from conversation logs to help answer user queries.
With just two simple steps, configuration and running a job, in the Aisera platform can read the conversational logs that are ingested, extract the resolution from the clusters, and use it to answer users' queries in any communication channel that has been added to your virtual assistant. Additionally, agents can use this information to resolve tickets.
Key functionalities are,
Generate knowledge articles that knowledge writers can use without starting from scratch. The Aisera platform has customizable templates that you can use to generate the knowledge articles. You can also publish them to your source system for further review.
Show the top conversation clusters. The Aisera platform extracts data from the clusters within the conversational logs and displays the top clusters (configurable) to facilitate auditing and taking necessary actions on knowledge gaps.
Identify missing knowledge articles and Recommend other relevant articles. The Aisera platform has very useful KPIs that indicate the knowledge gap, reflecting user requests that are not addressed by existing customer knowledge articles. These Key Performance Indicators (KPIs) will assist you in analyzing the missing articles and utilizing the knowledge generation feature from conversational logs to generate documents, thereby keeping the knowledge up to date.
Extract resolutions from conversation logs to be utilized as next best actions for ticket agents. Based on the ticket description, the Aisera platform can also retrieve relevant resolutions extracted from conversational logs as the next best action suggestions for the ticket agents.
Automatically identify missing entities and intents and add missing entities and intents to the system.
The Aisera Conversational Learning feature helps you identify Entities and Intents that have not previously been identified in the conversational logs. By using an automated process, you can achieve a more comprehensive understanding of user Requests and provide more accurate Fulfillment.
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