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.

Enterprise Administrator

The Administrator for the Enterprise software that you want to integrate with your bot is the most important person (and sometimes the hardest to find or access) in the bot builder journey. The Enterprise software administrator (for your company-owned applications, like ServiceNow, Salesforce, Zendesk, SharePoint, Confluence, Slack, MS Teams, or other internal tools is important because they need to give your Aisera platform the same access to your Enterprise application that a user at your company would have.

For instance, when a user logs in to your Enterprise application, they use specific credentials, based on the type of authentication you use for your company software.

The Aisera Gen AI platform needs to use the same authorization type to log into your Enterprise application.

This is why your Enterprise application Admin needs to create authentication credentials for your Aisera Gen AI platform before the platform can integrate with your Enterprise software.

This allows the Aisera application to log in and access Ticket and Knowledge Base data to fulfill the application/bot Requests. NOTE: If the authentication type you're using does not come up in the Integration wizard for the Enterprise application that you're using, you can choose from the Supported Authentication Types after choosing the Generic Connector.

Customer Administrator

The Aisera Customer Administrator is you.

You are the Customer Administrator

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 the 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