Bi-Weekly Product Release Notes - Nov 20, 2024

Features

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

Agent Assist

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

Tracking for Articles in Aisera Answer

The Knowledge Documents section of the Aisera Answer window now displays detailed information about the KB Articles that are used as a reference for a fulfillment.

The detailed information includes:

# of Predictions - The number of times a KB article was used as a reference article in Aisera Answer.

% of Clicked - The percentage of total clicks that this reference article’s number of clicks represent.

% of Applied - The percentage of total articles applied that this reference article’s number of applications represent.

Feedback - Positive - The number of times Aisera Answer used the specified reference article and received a thumbs up.

Feedback - Negative - The number of times Aisera Answer used the specified reference article and received a thumbs down.

Restore Previous Field Prediction Value

Aisera provides Field Prediction recommendations through the Aisera Assist widget, designed to help agents resolve cases more efficiently and increase the accuracy of case categorization.

Agents can apply the predicted value directly to a field by selecting the Apply checkbox. Upon selection, a success message will appear on the screen, and the predicted value will populate the field. If the field already contains a value, it will be replaced when Apply is chosen.

With this release, you can uncheck (revert your Apply choice), and the original value will be restored.

Case Wrap Up

The case wrap up feature provides a detailed account of the troubleshooting steps taken, solutions implemented, and other relevant technical details for a case.

The audience for the Case Wrap Up is primarily IT technicians, engineers, or customer support agents who need to reference the Case History for future issues or escalations.

The Case Wrap Up covers content that includes:

• The chronological record of actions taken

• The Root Cause

• Technical jargon and specific system configurations

• Preventive Measures

Generative AI Learning

The following feature has been added to Generative AI Learning in this release.

Add Job Name to Learning Jobs

The Generative AI Learning window includes a Summary of the learning, and then breaks down the data to Ticket Learning, Knowledge Learning, and Case Insights.

With this release, you can name a job in the Knowledge Generation Configuration window.

After the job is run, you can see the results easily by finding the Job Name.

Conversational AI 2.0

The following feature has been added to Conversational AI 2.0 in this release.

Ability to Disable Disambiguation Questions

By default, the disambiguation option is enabled. This means that ambiguous requests will trigger follow up questions so that they are clarified and answered accurately.

You can disable this default in the Advanced Configuration tab of your Aisera application or bot, if you have enabled the Conversational AI 2.0 option.

Channels

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

Voice and File Upload for Webchat

Voice input and file upload capabilities are now available as optional features of Aisera Webchat. With voice input, you can interact with Aisera Webchat through your microphone.

Voice input converts speech into text and responds to questions in text format. You can also upload files and images and receive responses from the File Upload feature for select use cases.

Documentation

The following features have been added to the Documentation feature in this release.

New Product Documentation Portal

This release includes a new Documentation Portal for Product Documentation about the Aisera Admin UI.

To get to the Aisera Product Documentation Portal, type docs.aisera.com into any browser window. Instructions for using the documentation are on the lower portion of the portal.

Technical Support Zendesk access is still available at support.aisera.com.

Setting Up SSO-SAML with the Azure AD Portal

The product documentation now includes instructions for setting up SSO-SAML authentication for the Aisera Administration Application (Admin UI) using the Azure AD portal.

This content is located in the Aisera Platform > Aisera Platform Configuration section of the product documentation.

Enhancements

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

Workflow

The following features have been added to the Workflow feature in this release.

Start and Finish Times for Flows Displayed

We will now show the start and finish timestamp of each flow (parent root level, as well as all the associated sub-flows in each flow’s execution path).