Who Does What?

At the beginning of your Aisera implementation, there are a few different Admin Personas involved in the setup - some at your site and some on your Aisera Team.

Aisera Administrator

The Aisera employee who gives you your tenant endpoint and sets up your tenant (server) instance, is an Aisera Administrator.

This is the person who can send commands directly to your Aisera server and temporary data store. While you're onboarding, you may work with more than one Aisera Administrator to complete your setup.

Aisera Service User

The Aisera Service User is not a real person or even a bot. The Aisera Service User is an imaginary user (a user account) to which you give Read and Write permissions. This gives the account user permission to move the data from your data source (Ticket, Knowledge Base, or other CRM application) to the Aisera temporary data store. The bot accesses the Aisera temporary data store it to create Fulfillments (answers to user Requests).

The Aisera Service User logs onto the data source with authentication credentials and brings the data for Users, Tickets, and Knowledge Base articles to the Aisera cloud. The reason for a service user is so you don't have to give the Aisera Team full access to your data source. Depending on your use cases, you can restrict the permissions of the Aisera Service User so that the account can only access data on the tables that are used by the Aisera Gen AI Platform. For many use cases, the Aisera Service User only needs Read access. If you’re using Ticket Concierge, Ticket Generation, or Knowledge Generation, where the Aisera Gen AI Platfrom writes information back to your Source of Record (SOR), the Service User also needs Write permission.

You can determine which fields the Aisera Service User needs access to during the Field Mapping phrase of your planning and onboarding.

Customer Administrator

The Aisera Customer Administrator is you.

The person who is creating, designing the workflow, training, and maintaining your Aisera Gen AI Bot. This Aisera Product Documentation was created to help you success with your tasks, using the Aisera Administration Application (Aisera Admin UI). Your Aisera Team will collaborate with you on the design and onboarding of your Aisera Application/Bot. One of the first tasks you'll take on together are the use cases for your bot - what do you want it to do, and what problems do your want it to solve?

After the Aisera Administrator gives you a tenant endpoint, you can enter the endpoint address in a browser window, and you will see the Aisera Administration Application (also known as the Aisera Admin UI).

Administrator Tasks

The following diagram will give you an idea of the personas who usually perform specific tasks when you start to create your bot.

Before you can build an Aisera Application/Bot, your Aisera Team will work with you to:

• Set up your Tenant Configurations (depends on Use Cases)

• Create an Aisera Service User

• Create other Customer Administrator and other Aisera Admin UI User Roles

• Upload Bot Users via File Transfer

• Set Up and Map Data Sources to Your Tenant

• Ingest Data from your Data Sources to Your Tenant

• Upload Ontologies

Then you'll be set to create your bot(s). Now you'll start making choices and creative decisions based on your Use Cases. Your Aisera Team will work with you to:

• Modify Default Bot Conversation Phrases and Prompts (What Your Bot Says)

  • Use Requests Window

  • Use Intents Window

  • Use Prompts Studio

• Create Workflows and Hyperflows (What Your Bot Does)

  • Use AI Workflow Studio drag-and-drop canvas

  • Use Event Studio to create Event Triggers/Handlers

  • Send API Requests via Workflows

  • Use Test Suite Tools

• Iteratively Test and Train Your Bot

  • Use AI Workbench to analyze Request/Fulfillment Results

  • View Pre-Built Analytics