Bi-Weekly Product Release Notes - Jan 15, 2025

Features

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

Agent Assist

The following feature has been added to Agent Assist in this release.

New Ticket AI Agent Assist Channel

You can now add an Agent Assist channel to your tenant configuration, and then select it to use with your Agent Assist bot. To add the Ticket AI Agent Assist channel to your tenant:

1. Navigate to Select > Channels in the Aisera Admin UI.

Opening Channels Window

1. Choose the Ticket AI Agent Assist icon.

Ticket AI Agent Assist Channel

1. Add a Name for your channel.

2. Select a Widget Type.

Ticket AI Agent Assist Settings for Tenant

1. For each flow (Case Summary, Aisera Answer, and Next Best Actions), choose the flow you want to implement, followed by the maximum timeout (in seconds) and the prompt that you want to use to start the flow.

Options for Each Flow

1. Choose Next. Now you see JavaScript for the post-processing steps for Sentiment Model Predictions and Knowledge Article Predictions. Make any necessary changes to the post-processing steps and click OK.

To add the Ticket AI Agent Assist channel to your bot:

1. Navigate to Select > AiseraGPT in the Aisera Admin UI.

2. Choose your Agent Assist bot.

3. Click on the + Add Channel button.

Tenant Channel Options

1. Choose the channel you just added. The Channel Details window displays the flow options that exist in your channel, including parameters that are necessary for the flow.

Channel Details for Ticket AI Agent Assist Channel

Aisera Answer - View Analytics by Knowledge Base Data Source

You can now view analytics sorted by the Knowledge Base Data Source to see how Knowledge Base Articles from one source are performing compared to Knowledge Base Articles from another source.

This provides granularity about which KB Articles have room for improvement.

Knowledge Base Articles sorted by Data Source

Integration

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

OAuth Client Credentials Support Additional Key/Value Pairs

The OAuth configuration accepts a json map, where you can give arbitrary values that need to be passed as body parameters (example: x-www-form-urlencoded).

The Aisera Gen AI platform already passes body parameters for client_id, client_secret, grant_type and optionally for scope. But now you also have the option to add arbitrary key-value pairs.

NOTE: if you put the pair (client_id, test) as Body Parameters, the “test” value will overwrite the config in the “client id” field of the configuration. The same thing applies to the client secret and scope.

Ticket Concierge

The following feature has been added to Ticket Concierge in this release.

Ticket Concierge Now Includes Hyperlinks in Tickets

In previous releases, the Ticket Concierge feature included hyperlinks to articles in the conversational response, but not in the Conversation History that was written back to the Source Ticket.

Hyperlink within a Conversation in the Bot

With this release, the hyperlinks are also included in the Conversation History that’s written back to the ticket.

Conversation History - Written Back to the Ticket

Case Insights Tab for Gen AI Learning

The Generative AI Learning window now includes a Case Insights tab.

Case Insights Tab on Generative AI Learning Window

Use this tab to review your tickets by cluster.

Enhancements

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

Agent Assist

The following enhancement has been added to Agent Assist in this release.

Intent Predictions Removed from Next Best Actions

In accordance with Aisera’s simplification initiative, Intent Predictions will not longer appear on the Next Best Actions section of the Ticket Details window.

intent Predictions Metric in Next Best Actions

Conversational AI

The following enhancement has been added to Conversational AI in this release.

Limited Response Includes Clarification Message

If a query matches only one KB document it is not necessarily unambiguous. For example, a prompt about “software installation” matching only one document related to printer installation.

Explanation of Limited Response

In this case, the agent acknowledges the fact that its context is limited relative to the scope of the query and serves the matched document along with a disclaimer, such as, “I was only able to find information about installing a printer”.

Request Details Page Now Includes Status

With this release, the return status is now shown in the Request Details window.

Request Status

KB Article Generation

The following enhancements have been added to the Knowledge Generation feature in this release.

KB Generation: Identification of Re-Ingested Aisera-Generated Documents

The Aisera Gen AI platform allows you to upload Aisera-generated documents back to your Knowledge Management Systems (ServiceNow, Salesforce, Confluence).

When you make changes to these documents and then re-ingest them back to Aisera, the generated documents are overwritten with the latest updates.

To help identify Aisera-generated documents that have been re-ingested, the Aisera application now includes a label specifically for these documents. Tabs where you can see the labels for the re-crawled Aisera-generated documents:

1. SOR > Knowledge Details page

2. Content Generation > Knowledge Generation > Knowledge Details page

3. Content Generation > Knowledge Generation > Similar Documents

Asterisk Next to Re-Ingested Generated Documents

External System Type No Longer Mandatory

You no longer have to specify an External System Type before you Add a Field and assign a value to that field that will be shared by all knowledge articles that contain the field. The External System Type field is now optional.

External System Type is now optional

Assigning values to fields is often used to ‘tag’ groups of tickets or knowledge articles into categories.

ID Fields Added for Knowledge Base Article Generation Jobs

You can now run Knowledge Base Article Generation Jobs by adding the generation job ID and the bot ID.

Job and Bot ID fields added to Knowledge Generation Job window

New Date/Time Picker for Knowledge Field Mapping

You can now configure your Knowledge Field Mapping in alignment with the field types and configurations set in your source system, such as Salesforce, ServiceNow, or Confluence.

1. For each data type:

   • Date Field: Shows a date picker.

   • Date/Time Field: Shows a date/time picker.

   • Free Text Field: Displays a free text input box.

   • Multi select : Allows you to choose multi select in the drop down values.

2. The Aisera Gen AI system supports seamless mapping and value addition for all other data types, maintaining consistency with the source system's configurations.