Mid-Monthly Product Release - May 23

New Features

1.1 Aisera Assist

• The Source for Next Best Actions recommendations now shows the Salesforce Case Number instead of the Ticket ID.

• The Generated On Date & Time in the Aisera Assist Widget is now displayed in the Agent’s local timezone for each component, including Case Summary, Answer, and Next Best Actions.

• Next Best Action Analytics (Agent Copied and Agent Feedback)are now available in the Ticket AI Assist Analytics tab.

• Aisera resolved a bug where the actual field value on a ticket was not displayed in the Aisera Assist Predict and Audit dashboard.

1.2 Conversational AI 2.0 Analytics

• We delivered analytics for Conversational 2.0 apps that include all types of fulfillments.

Enhancements

2.1 Conversational AI

• The performance of Public KB has been improved, and users will now be able to see their answers progressively streamed within the channel.

• Enhancements were made in contextual disambiguation to provide more human-like experience in Conversational 2.0 apps.

• AI Lens is available for Conversational 2.0 Apps

• We support ACLs on Service Catalog Items

• Multi-Intent Handling improvements are incorporated into Conversational 2.0

• We account for more real-time streaming experience by leveraging gRPC Connections.

2.2 AI Workflows

• Users are able to specify the workflow category and use cases while defining AI Workflows. These additional metadata would be leveraged for enhanced Flow search in Conversational 2.0 apps.

2.3 Hyperflows

• Hyperflows can now set the REST API headers dynamically.

• Hyperflows now support streaming updates for better user experience.

• Hyperflows can better manage large function call outputs.

• Improved debuggability of hyperflow execution failures.

2.4 Connectors and Integrations

• Workday connector has been enhanced to support knowledge base learning and support ticket management on Workday Help.

• File upload connector supports User Profile ingestion.

• Now we support user profile ingestion from LumApps along with OAuth support.

2.5 Live Agent

• Live Agent transfers are monitored for any performance issues and can be proactively alerted if there is a failure.

• Live Agent Transfer for Samespace supports translation between users and agents.

• Live Agent Transfer for LiveHelpNow supports File Attachment

Other Updates

• We corrected inconsistencies and improved performance for RAG responses.

• SMS Channel has been enhanced to support disambiguation.

• Chatbot messages are now localized.

• Prediction metrics in Field Metrics has been updated to show more information