Bi-Weekly Product Release Notes - Sept 20, 2024
New Features
The following features were added to the Aisera platform in this release.
Agent Assist Analytics
The following features have been added to the Agent Assist Analytics window in this release.
Coverage Rate for Case Summary, Aisera Answer, and Next Best Actions
We’ve introduced a new Coverage KPI for the Case Summary, Aisera Answer and Next Best Actions sections on the Agent Assist Analytics page. The KPI displays the number of distinct tickets that received a non-empty prediction over the total number of predicted tickets.
Updated Agent Applied KPIs for Case Summary, Aisera Answer, Next Best Actions
We’ve updated the Agent Applied KPIs for the Case Summary, Aisera Answer, and Next Best Actions sections. Previously, these KPIs used Total Tickets as the denominator. Now, they are based on Analyzed Tickets, which reflects the number of tickets an agent opens in the System Of Record (SOR) and where the widget loads.
Additionally, the KPI calculation now tracks the number of distinct tickets where a recommendation was applied, rather than the total number of times the Apply action was selected. The hover text definition has also been updated to align with these changes.
Aisera User Accounts
You can now use the Login Role feature to create a tenant-level account for your Aisera Gen AI Platform.
To create a tenant-level account:
1. Select Settings > User Account in the Aisera Admin UI.
2. Click the + Add New Account button.
3. Choose the Service Account role for your new user.
AI Workflow Studio
The following feature was added to the AI Workflow Studio.
Parallel Processing Node
The AI Workflow Studio canvas now contains a node called Parallel that allows you to add sub-flows to your workflow that run at the same time.
Specifically, you can use parallel processing with sub-flows that contain non-interactive nodes. You can’t use parallel processing with User Interaction nodes like Message, User Input, Callback, AskForApproval or V2).
Parallel sub-flow processing is ideal for customers who need to perform a set of actions at the same time (such as performing multiple changes in different external systems).
Parallel sub-flow processing makes the workflow more “clean”, since a single node substitutes a sequence of subflow nodes.
To use the Parallel node:
Choose AI Automation > AI Workflow Studio.
Choose AI Automation > AI Workflow Studio.
Select an existing Workflow or click + New Workflow.
Find the Parallel node in the Operations section of the nodes list on the
left side of the Workflow Canvas.
Drag the Parallel node onto the canvas and specify the sub-flows that you
want to run in parallel.
Enhancements
The following enhancements have been added to the Aisera platform in this release.
Data Ingestion
The following enhancements have been made to Data Ingestion in this release.
Data Ingestion New Supports Multiple File Types
The Data Ingestion function now supports .txt, .html, .md, .pdf, and .ppt file types.
To ingest data with an Aisera application:
Select Settings > Data Sources command to navigate to the Data Source Details page.
Choose an application that is integrated with the data source that you want to ingest, or click + New Data Source (that includes documents with the newly-supported file types) and associate it with an existing Aisera application.
Select the arrow/triangle in the upper-right section of the Data Source Details page to start the data ingestion job.
The Data Source Details window displays the metrics for the data as it is ingested. You will see the functions that you selected while creating the data source (User Learning in this example) and details of all the integration runs.
Knowledge Generation
The following enhancements have been made to Knowledge Generation in this release.
Ability to add the name of the job
We have enabled the option to add a Job Name prior to running the KB generation, allowing you to assign custom names for easier identification of specific KB generation results.
To add the Job Name:
Navigate to Content Generation > Knowledge Generation.
Go to Actions > Configuration. Under Conditions, there is an option called Job Name where you can add the name of the job before running the Knowledge Generation.
Auto-publishing Capability for Generated Documents to External Knowledge Management Systems
During the job run, you have the ability to automatically generate KBs, perform a similarity check against existing crawled knowledge articles, and seamlessly upload the document to the external knowledge management system in draft form, allowing you to proceed with the review process and publish it.
To enable this configuration:
Navigate to Content Generation > Knowledge Generation
Navigate to Content Generation > Knowledge Generation.
Go to Actions > Configuration under Conditions, add the Job Name, select the ticket conditions, and click on Pre-Generation Configuration.
Under Auto Publish, there is an option called Publish to SOR. Select this option if you wish to automatically upload the generated non-similar documents to the configured knowledge management system.
Click OK, then click the Generate Knowledge button.
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