Bi-Weekly Product Release Notes - Oct 1, 2025

Features

The following features have been added to the Aisera Gen AI Platform in this release.

Agent Assist

The following features have been added to Agent Assist in this release.

Single Ticket Knowledge Ticket Generation

During issue investigation, IT agents often encounter scenarios where no existing Aisera Answer exists, there is no Next Best Action, or the agent has already added detailed investigation notes. In such cases, waiting for a batch job to trigger knowledge generation delays the process. Because of this, IT agents can now manually trigger knowledge generation from Agent Assist. Agents can also publish this information directly to their System of Record (SOR).

This is currently supported only for the ServiceNow data source.

On-Demand Knowledge Generation

IT agents can now manually generate knowledge documents from individual tickets, irrespective of its status, directly from Agent Assist. Tickets which have already been used to generate articles, whether through batch processing or manual processing, will be directly visible in the Generate Knowledge widget.

To trigger On-Demand Knowledge Generation:

1. Navigate to the Agent Assist widget within ServiceNow.

2. Open a ticket with investigation notes.

3. Click the Generate Knowledge button in the Agent Assist widget to Generate a knowledge document.

A processing icon will appear while the document is being generated. The system will automatically refresh based on the number of attempts configured.

If the document takes longer than the configured refresh attempts, you will be notified to check back later or navigate to the Settings > Jobs window to view the status. If 30 minutes pass and the document is still not available, the Generate Knowledge button will be re-enabled for another attempt. The first successfully generated document will always be retained.

Publishing to the System of Record

You can navigate to the Aisera Admin UI directly by clicking on a document title. within your Agent Assist widget. Before proceeding to the next steps, make sure you have permission to edit, publish, or add tags to your knowledge articles. You also need permission to access the Aisera Admin UI and view the Knowledge Document Details window.

To Publish a document to the SOR :

1. Navigate to the Agent Assist widget within ServiceNow.

2. Select the document you just generated.

3. Click the Publish icon in the top-right corner.

To go to the Knowledge Document Details page in the Aisera Admin UI:

1. Navigate to the Agent Assist widget in ServiceNow.

2. Locate and click on the Document Title.

Knowledge Article Generation

Previously, when configuring Confluence data sources with directory filtering, only the child pages under a specified directory were ingested—parent directory pages themselves were skipped. The ingestion process now includes the parent directory page along with all its child pages. This ensures that all relevant knowledge base articles, including top-level directory content, are available for search and retrieval.

Resolution Summary for Document Chunks

This release includes a Resolution Summary under the Validated Chunk section of the Knowledge Generation page to help you validate documents against the Ticket Comments.

The Resolution Summary provides a brief overview of the resolution steps extracted from ticket comments. This gives you more visibility into the solutions mentioned in the comments and helps you compare the Summary with the actual resolution steps.

To Validate a Chunk from Ticket Comments:

1. Navigate to Content Generation > Knowledge Generation in the Aisera Admin UI.

2. Choose a generated document.

3. In the side panel, open the Validated Chunk section.

4. You will now see a new section called Resolution Summary, which displays the extracted resolution details from the ticket comments, along with Ticket Comments (the raw comments extracted from the ticket).

5. This feature is available for all tickets included in the cluster.

Hyperflows

The following features have been added to Hyperflows in this release.

Hyperflow Prompt Template Integration

A Prompt Template is generated when a Hyperflow is created. This template combines the Hyperflow Description and Use Cases provided upon creation of the Hyperflow with the general best practices for creating a Hyperflow. After creation, you are free to edit, remove, replace, or refine the prompt to shape the Agent’s behavior.

To view and customize the Prompt Template :

1. In the Aisera Admin UI navigate to AI Automation > Hyperflows.

2. Click on + New Hyperflow in the top right corner.

3. Input the Name, Description, and optionally Use Cases, and click OK to create a new Hyperflow.

1. A template prompt is visible within the prompt window.

Separate Editing for Hyperflow Details and Prompt

In previous releases, editing Hyperflow details and a Hyperflow prompt has been part of a single process. Now the editing has been separated into two distinct actions.

You may now edit the Hyperflow name, description, and use cases directly from the details window by clicking the Pencil icon next to Details.

To edit the prompt, from the Hyperflow Details screen click New Draft.

Click the Pencil icon next to the word, Prompt to start editing the draft. A new editing window has been added to the application to provide a more convenient experience while editing Hyperflow prompts. When you complete editing the prompt, press the** Publish** button to save the changes.

Enhancements

The following enhancements have been added to the Aisera Gen AI Platform in this release.

Hyperflows

The following enhancements have been added to Hyperflows in this release.

Hyperflows in Workflow Used By Column

Hyperflows now appear in the Used By Column of Workflows.

Go Back Option in Hyperflows

The Go Back option is now available for use in a Workflow when it is being executed through the Hyperflow.

Connectors

The following feature has been added to Connectors in this release.

Generic Connector Now Supports Mutual Transport Layer Security (mTLS)

With this release, the Aisera Gen AI platform supports the ability for both the client and the server to verify each other's identity using digital certificates, when your data source supports the mTLS protocol.

In this release the mTLS protocol is available for use with the Generic Connector and the Workflow Action Node.

To configure mTLS with the Generic Connector:

1. Navigate to Settings > Integrations in your Aisera Admin UI.

2. Choose the Generic Connector icon.

1. Click Next.

2. Name the Integration and write in the Endpoint.

3. Click Next.

4. Choose OAuthClientCredentials as the Auth Type.

5. Leave the HTTP Operation with the default value of POST.

1. Click OK.

2. The bottom portion of the New Integration Authentication parameters contains the mTLS options. The first two options are for the server authentication and the last four fields represent the client options. The server’s certificate is verified using a Certified Authority. If the servers certificate is self-signed or it cannot be verified through a CA, then you can use one of the two server options:

• Provide the trusted Server SSL Certificate

• Check the Trust any SSL Server Certificate checkbox

1. For Client verification, you need a bundle that contains a private key and a (public) certificate. This bundle can be also protected by a pass-phrase. The most popular text base format for these certificates are in PEM format Privacy-Enhanced Mail in which the certificates are base64 encoded and prefixed by a header and a footer:

-----BEGIN PRIVATE KEY-----
PRIVATE KEY IN BASE64
-----END PRIVATE KEY-----

Use the following field options for PEM format certificates:

• Private key to use for client (Client Private Key in Pem Format)

• Certificate to use for client (Client Certificate in Pem Format)

• Optional passphrase (Client Private Key Passphrase)

You can also use a PEM certificate format known as .p12. This is also supported by a field on the New IntegrationAuthentication window:

• Add a path to the file inside the pod (Path to Client Certificate in p12 Format)

All connector or REST call action requests made using this integration (even during authorization) will use information from any of the above fields.

Workflow Actions Node

After you have created a Generic Integration, you can use a similar set of options to point to a .p12 certificate using the Custom Certificate field in the Edit Action Node window of the AI Workflow Studio.

You can add the client private key and certificate to be sent to the requests by checking the Use Client SSL Cert checkbox.The client’s key and certificate will be loaded when the actions-server starts.

Freshworks Connector Sub-Folder Crawling

The Freshworks connector knowledge Base ingestion logic has been enhanced to support crawling subfolders.

Previously, only articles within top-level folders were ingested. The connector now recursively discovers and ingests articles from all subfolder levels, ensuring complete knowledge base coverage within hierarchical folder structures.

Confluence Data Source Supports Parent Directory Filtering

The Confluence connector now supports ingestion of both parent directory pages and their child pages when directory filtering is used.

Previously, when configuring Confluence data sources with directory filtering, only the child pages under a specified directory were ingested—parent directory pages were not included.

With this enhancement, the ingestion process now includes the parent directory page along with all its child pages. This ensures that all relevant knowledge base articles, including top-level directory content, are available for search and retrieval.

In the screenshot above, the Spaces parameter displays the parent directories. The Space Directories parameters allow you to add the sub-directory names. With this enhancement, data from the parent spaces as well as the sub-directories and sub-pages will be ingested.

Export Audit Logs to Splunk

The Aisera Gen AI platform now supports real-time export of audit logs directly to Splunk, enabling you to integrate Aisera audit data with your existing Security Information and Event Management (SIEM) infrastructure for enhanced security monitoring and compliance.

The Export Audit Logs Feature Includes:

• Real-time streaming of audit events to Splunk via HTTP Event Collector (HEC)

• Configurable export options for event types and delivery schedules

• Secure, PII/PHI-masked log format in JSON

• Automated error detection and administrator alerting

• Supports core audit event categories (authentication, configuration, account management, job execution, document management)

You can now achieve immediate visibility into platform activities within your Splunk dashboards, improving threat detection, compliance, and operational efficiency. This feature reduces manual export overhead and supports scalable, enterprise-ready security operations.

To setup the audit log export for Splunk:

Create the Splunk Integration:

1. Navigate to the Settings > Integrations page in the Aisera Admin UI.

2. Click the + New Integration button.

3. Search for and choose the Splunk icon.

4. Name the integration.

5. Provide the HTTP Event Collector (HEC) endpoint.

6. Click Next.

7. Set the authentication type and fill in the parameters.

Add the Splunk Data Source

1. Navigate to Settings > Data Source in the Aisera Admin UI.

2. Choose + New Data Source.

3. Search for and select the Splunk icon.

4. Choose Event Trigger as the function.

1. Choose Audit History and Audit History Data Type as the Data Types.

2. Click Next.

Set the Event Triggers

1. Navigate to AI Automation > Event Studio in the Aisera Admin UI.

2. Click the + New Event Trigger button.

3. Add a Name for the Trigger.

1. Select the new Event Forwarder option for the Event Handler Type.

2. Choose Next.

3. Set the Event Forwarder options.

1. Select Splunk as the External System.

2. Select your Splunk Data Source as the Data Sources option.

1. Choose Audit History as the Data Type.

2. Select AuditEvent as the Event Type.

3. Click OK.

Set the Delivery Schedule:

1. Navigate to the Audit Trail page in the Aisera Admin UI.

2. Select your Splunk integration, choose event types, and set delivery schedules (real-time or batch).

3. Validation and Monitoring

4. Test the configuration to ensure connectivity.

5. Monitor export status and error alerts in the Admin UI.

Activation

Enable the export configuration to start streaming logs.

Known Limitation:

Only core audit events are supported in this release.

OAuth 2.0 now supports Proof Key for Code Exchange (PKCE)

You can now set OAuth 2.0 authentication with Proof Key for Code Exchange (PKCE) in the Integration configuration window of the Aisera Admin UI.

Enabling this option sets the platform to handle the PKCE flow, requiring no additional configuration steps other than to enable the option. This enables a secure, standards-compliant authentication flow if you are using Okta or other providers requiring PKCE.

User Permissions

The following enhancements have been made to the Use Permissionsin this release.

Privacy Access added to Role Based Access Controls

A new Privacy Access setting is now available in the Role Management UI, enabling administrators to control the visibility of Personally Identifiable Information (PII) at the role level. This permission can be set to Read or None. This new Role Based Access Control (RBAC) has defaulted to None.

When a role’s Privacy Access permission is set to None, user identities will be masked across the platform for that role. For example, emails will be masked if a user has None permissions. Information will also be masked or removed when downloading campaign reports.

To view or edit this new RBAC:

1. From the Aisera Admin UI, open Settings > User Accountsfrom the left navigation menu

2. Select the Roles tab at the top of the User Accounts window

3. Select the role you want to modify

4. Click on the pencil icon in the top right to see the Edit Role window

5. Navigate through the Edit Role by clicking Next to locate the Privacy Access permission.

Data Type Permissions Update

The Data Type permissions have been updated. Users with Write permissions will be able to view and edit data types. Users with Read permissions will be able to view Data Types, but will be unable to access the edit modal and make changes. The Data Typessection within the Aisera Admin UI will be hidden for users with None permissions to Data Types.

To view or edit this RBAC:

1. From the Aisera Admin UI, open Settings > User Accounts from the left navigation menu.

2. Select the Roles tab at the top of the User Accounts window.

3. Select the role you want to modify.

4. Click on the pencil icon in the top right to see the Edit Role window.

5. Navigate through the Edit Role by clicking Next to locate the Data Types permission.

Known Issues

The following known issue has been identified in this release.

MS Teams Has Deprecated Support for Multi-Tenant Bots

There have been reports of a streaming issue when using MS Teams Multi-Tenant Bots with the Aisera Gen AI platform. This is because Microsoft no longer supports Multi-Tenant Bots.

If you’re using a Multi-Tenant Bot, remove it and create a Single Tenant Bot to replace it.

To Create a Single Tenant Bot:

1. Select Single Tenant as the Type of App when you create the Azure Bot.

2. Choose the checkbox next to Is Single Tenant Bot? In the Aisera New Channel Configuration window.

See Microsoft (MS) Teams (Azure Bot) for detailed instructions.

Issues Resolved in the Release