Bi-Weekly Product Release Notes - August 16, 2024

New Features

The following features were added to the Aisera platform in this release.

Aisera's Agent Assist Now Integrated with ServiceNow Service Operations Workspace

We are excited to announce that Aisera's Agent Assist is now available within the ServiceNow Service Operations Workspace. This integration brings powerful AI-driven capabilities directly to the Incident page, enabling agents to resolve cases more efficiently.

With Aisera Assist embedded in the Service Operations Workspace, your agents can now benefit from:

Field Predictions: Accurate recommendations for filling in key fields, saving time and reducing errors.

Incident Summarization: Instant summaries of incidents to quickly understand the context and details.

Answer and Action Recommendations: Relevant suggestions drawn from Knowledge Articles and historical cases, streamlining the resolution process.

Conversational Chatbot: An AI-powered chatbot that assists with queries and provides instant support. For more information, please reach out to your Customer Success Manager.

Enhancements

The following enhancements were made to the Aisera platform in this release.

New Pagination Option for the Salesforce Integration

The Data Source integration for Salesforce now includes an optional pagination size field.

The Pagination Size field stores a numeric value that specifies the number of records returned for a query request. Child objects count toward the number of records for the batch size. For example, in relationship queries, multiple child objects are returned per parent row returned.

The default is 2,000; the minimum is 200, and the maximum is 2,000. There is no guarantee that the requested batch size is the actual batch size.

Webchat Waits While Entries are Processed

The Webchat bot has been enhanced so that a new request cannot be added while the initial request is still being processed.

Collapsible Policy Message in the Bot

If you’re using a Privacy Policy in your bot, users can now collapse or expand the statement.

On/Off Sound Settings for Bot

Previously, there was no way to set the default setting for sound in the chat and it is always on by default. Even if someone had their phone in silent mode, the chat would create a sound when interacting with it.

This sound option provides the ability for an Administrator to set the default parameter for sound notifications.

Under the settings for the Webchat channel, choose the General: Introduce Notification Sound (Default) setting with the following options:

• Sound On

• Mute All

• Match Device Setting

Users can adjust this default state according to their preferences.

Multiple Intents are Shown Automatically

In previous releases, you had to give the previous fulfillment a thumbs up (positive feedback) in order to show the remaining Intents.

Now you can see all of the additional Intents after a Fulfillment has been provided.

Learn Interactions for the ServiceNow Config

The Aisera platform now supports a new content type called, Interaction. It is a child content type for Ticket, like Problems, and Alerts. However, it will not be automatically ingested when the data source function is set to LearnTickets, but only when it is set to LearnInteractions.

You can now filter the Interactions under the Tickets Tab.

Generated KB Shows Original Tickets

You can now view the ticket from which a KB is generated, in the right pane of the document details page.

To see the ticket(s) that contributed to a Knowledge Base Article:

1. Select Content Generations > Knowledge Generation in the Aisera Administration Application (Admin UI).

2. Open a generated document from the knowledge generation list table.

3. The representative ticket from which the KB is generated is displayed in the right pane in the Knowledge Document Details page.

Domain Classification Improvement

When a request relates to topics that exist across multiple domains, the universal bot will more intelligently help you clarify which option is for your intended domain.

Auto Categorization tag - Correct Answer Negative Feedback

The Auto-Categorization mechanism can now identify and tag all requests where the virtual assistant (bot) served a correct RAG response / Knowledge Document fulfillment but still received negative feedback from the end user.