Prerequisites

Aisera sells Gen AI/Agentic applications/bots. You can purchase these applications/bots in different forms, known as Aisera products.

The products are sold in 2 different deployment styles: 1. Aisera Team Deployment: where your Aisera team builds the application/bot end-to-end.

1. Customer Deployment: where you use the Aisera Administration Application (also called the Aisera Admin UI) to create most of the application and deployment yourself, with some assistance from your Aisera Onboarding Team. If you are performing your own application/bot build and deployments, Aisera will give you a tenant URL that will open your company's instance of the Aisera Admin UI.

Enterprise Applications

Aisera products are deployed within Enterprise applications that your company already owns.

Customer Users

You can embed a chatbot within your customer support portal so that it can answer questions based on information in your Support Knowledge Base.

The screenshot above shows the Aisera Support Portal (support.aisera.com) with a chatbot that our customer can access if they have sign-in credentials for the Support Portal.

Using the chatbot deflects ticket creation by allowing customers to get their questions answered instantly without the need to open a ticket.

Employee Users

Aisera also uses a chatbot, that we deploy internally for our Customer Support Engineers as part of the Agent Assist product.

With the Agent Assist product, human agents can see similar, previous tickets while they're working on new tickets. At the same time, they can use a chatbot assistant that has information from 3 different Enterprise applications, used internally at Aisera that provide the information for the Support Knowledge Base.

The screenshot above shows an example implementation of Agent Assist where the Agent Assist application has been added to a ServiceNow Enterprise application (internal ServiceNow application used by employees within a specific company).

Access to Your Enterprise Application Administrator

In the first instance above, Aisera owns the Zendesk Enterprise application, which is where we have integrated the chatbot that we use on our Support Portal. In the second example, a customer has integrated Agent Assist into their ServiceNow Enterprise application.

Whether you plan to deploy your Aisera application/bot for use by your internal employees or add it to an external facing portal for use by your customers, it is essential that you allow the people deploying your bot to interact with the Administrator for your Enterprise software.

This may be an AWS or other cloud administrator if your software is administered off-site, or your IT department if it is administered locally.

Putting the Bot to Work

Aside from answering questions based on information in your Tickets and Knowledge Bases, your Aisera applications/bots can Create Tickets, Sort Tickets, Track Incidents, and generate new Knowledge Articles based on existing information. The Aisera Admin UI allows you to create Events, Edit Prompts, and Design Workflows to accomplish advanced tasks.