Mid-Monthly Product Release - Apr 26
This page provides an overview of the new features and enhancements that are being introduced in this Release. Release Date: April 26, 2024
New Features
AI Copilot
The new AI Copilot provides an end-user experience similar to ChatGPT. Customers will be able to take advantage of enhanced conversational capabilities with AI Copilot. The key features include:
Curated list of topics/commonly used queries as conversation starters
A conversation library where earlier conversations can be recalled and further interaction can take place
Notifications Management Center for managing proactive notifications, campaigns targeting the end-user etc.
Event Studio
Aisera’s Event Studio empowers customers to build robust AI automations triggered by a wider range of events, both internal and external. This update enables citizen developers to streamline workflows without writing a single line of code.
Machine-Triggered Workflows: Define automations that get triggered automatically based on events generated by external machines or systems. This enables powerful integrations and streamlined data-driven processes.
Customizable Data Types and Events: custom data types mapped to events can be defined to seamlessly integrate with any external system’s events, ensuring your workflows handle data precisely as needed.
Out-of-the-Box Support for Internal Events: Get started quickly with built-in data types and events for internal Aisera activities, like audit events. Leverage this functionality to automate internal tasks and gain deeper insights into system behavior while offering downstream integration with your operational systems.
Scheduled Automation Triggers: Define automations to trigger on a specific schedule, enabling proactive workflows that run at designated intervals.
Event Filtering for Granular Control: Filter events based on specific criteria to ensure your workflows only trigger when the right conditions are met.
Zero-Code Deployment: Build and deploy powerful automations entirely within the no-code interface, eliminating the need for coding expertise or code deployments.
Aisera Assist
Next Best Action (NBA)
We launched the Next Best Action (NBA) Component available in the latest widget package (Version 1.367) for Salesforce. Next Best Actions recommend troubleshooting steps for Customer Support Agents to efficiently address cases based on information learned from historical tickets. Multiple next best actions may be suggested for each case, based on varying root causes for the issue. Agents can seamlessly navigate between recommendations and offer feedback on their quality. Next Best Actions may be tested from the UI in AI Lens > Agent Assist tab once the proper configuration is completed.
Enhancements
Pre-Built Analytics
Conversational AI 2.0 Analytics
We now have the capability to analyze and report conversations occurring through the Conversational AI 2.0 application. Admins can gain a better understanding of how the conversational engine is helping resolve user issues, along with any gaps that need to be addressed to improve ROIs for their businesses by considering key performance indicators and breakdowns.
Key Features : The Requests Analytics page now contains the following additional filters
Fulfillment Type
Public KB-based Answer
Feedback Answer
Feedback provided by
User Profile Attributes
Gen AI Learning
Knowledge Generation
The knowledge generation process has been simplified by removing any Upstream data source and workflow associated with it.
Key enhancements include,
Deprecation of the functionality to publish documents to System-Of-Records (SOR)
Auto-review and auto-approval of all generated documents, for which no similar documents are found
Public KB Search
We introduced a new advanced application level configuration for limiting public search behavior. Under Public KB Search a new boolean field key called “enableStrictPublicSearch” has been added.
If enabled, we perform a public search
ONLY IF one or more Domain URL value from the configured whitelist is returned from the Public KB Search Prompt.
IF NO values are returned, no public search is performed and the application continues to the next step in the fulfillment pipeline.
Request Details
Key Feature Enhancements include:
In the previous release, the Resolution field on the Request Details page was marked as Read Only field. This feature is now fully functional by removing the bulk edit capability.
Any Request that does not end with a feedback provided to users is marked as Abandoned
Universal Bot
Enhancements were made to the domain classification and request disambiguation functionalities for Universal Application in order to improve performance.
Neural+
RAG responses using Neural+ fulfillment engine now have an increased level of accuracy for URLs and images.
Connectors and Integrations
Following New Integrations are now supported:
New datasource configuration (API Table Base Path) to access external systems through proxy urls
SameSpace Live Agent Integration support
Five9 Live Agent Integration support
Other Updates
Provide support for GeoFluent language service provider
GeoFluent API is now integrated with our platform services so that we can handle multilingual detection and translations using it.
Ability to include user contact numbers within Pre-Built Analytics Requests
Enhancement of Public KB Pipeline to improve the Fallback behavior for generating responses
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