Oman Release Notes
Ticket AI
Enhancements to Salesforce's Agent Assist Widget
Aisera Copilot's New Components and Analytics The Aisera Copilot adds new features to the Agent Assist widget in Salesforce. There are three new components to the widget - generating a succinct case summary highlighting the user's problem and sentiment, generating a summarized natural language answer from knowledge articles and Aisera Assistant, a conversational companion available within the widget. Analytics to track Case Summary and Aisera answer usage and feedback have been added to the Ticket AI Assist analytics page. This is a paid feature.
Enhancements in Auto Resolution Tracking and Knowledge Document Analytics
Tickets that are triaged with Field Predictions applied, and where no Knowledge Base recommendations are sent to the end user via email, will now be tracked as a distinct state in the Sankey diagram. This is a critical component for understanding the performance of Auto Resolution. Additionally, a bar chart displaying the Top Knowledge Documents recommended by Aisera during the Auto Resolution process has been incorporated into the Auto-Resolution Analytics page.
Conversational AI - Neural+ Enhancements
Optimizing User Experience: Incremental Display of Longer Answers
The Neural+ generated answers will now be incrementally displayed to the user as answers get generated. This will minimize idle waiting time for users, and provide a quicker response for longer generated answers. As the answer is being generated, users can start reading and engaging with the content, which is helpful for longer and more complex responses.
Enhancements in Neural+ Answer Generation Capabilities
Few enhancements have been added to the Neural+ answer generation capabilities. These enhancements are:
If a target country is added to a user query, the response generated will reflect the answer based on the country specified by the user in the query. (Ex. Query - “I am traveling to Spain, what is the employee handbook there?” | Answer - The answer will now provide the employee handbook for Spain if it exists.)
We provide greater context management, so users can refer to previous answers in any follow up query they have.
Users will now get answers specific to their role when it is mentioned in the user query.
We now provide more than one relevant document for Neural+ answers as links below the answer.
We now provide links to relevant sections rather than entire documents, to remove noisy content not relevant to answer.
AI Workbench
Unresolved Conversation
Revamped Request Details Page for Streamlined Annotation and Enhanced Resolution
We have redesigned our Request Details Page with the objective of making annotation simpler and more effective. The Request Details page will now enable end users to annotate requests at a phrase level and also view information on what intent every phrase in a request gets matched to and with what confidence score making it easier to address Unresolved Requests. The redesigned page will also enable users to identify the exact phrase (matched phrase) that a request gets matched to, which was previously available on AI Lens. The functionality of buttons/ actions on the Annotation Workbench panel remains unchanged.
Generative AI
Extraction of ontologies using Enhanced Large Language Models
We've upgraded our Large Language Models to now extract ontologies from Knowledge Base titles. Additionally, this enhancement involves the automatic generation of entity classes and their subclasses.
Integration
Okta Connector Enhancement
Access Token is needed to connect to the Okta instance
Ingestion of Users
Ingestion of User Profiles
Ingestion of Groups
Ability to ingest the custom attributes
Channel
SMS Channel Enhancements
Automatic user authorization. We’ve enhanced the experience to include automatic user authorization for users who have not previously interacted with the sms bot and have not been registered within the company.
Live Agent support.
Form support. Instead of buttons, dropdowns, radio buttons, the channel lists items in a numbered list for the users to select (up to 10 items).
Slack Silent Mode
Support application pipeline and long user requests
Slack silent mode now fully respects the policy enabled at the app level which includes LLM, Neural+ capabilities.
Email and Ticket Concierge channels Enhancement
Long requests in Email and Ticket Concierge channels has been enhanced to provide quality answers. The bot is now equipped to better understand and provide the correct answer when the requests are too long.
Webchat
A webchat equipped with the Privacy Statement feature allows Aisera customers to incorporate their policy statement text into the webchat interface. The Privacy Statement remains constantly visible to users, and they have the option to expand the window at any time to review the policy.
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