Portugal Release Notes
Release Date: February 03, 2024
Channel
SMS Channel Enhancements
User Authentication Configuration:
No authentication: Users with the correct phone number can freely interact with the bot without authentication.
Authenticated users only: the option to restrict responses to only authenticated users, ensuring a more secure and personalized interaction.
No authentication: Users with the correct phone number can freely interact with the bot without authentication.
Authenticated users only: the option to restrict responses to only authenticated users, ensuring a more secure and personalized interaction.
Channel Streaming Experience for MS Teams and WebChat
In scenarios where the bot’s response time extends beyond a few seconds, a new channel status has been introduced to keep users informed about the ongoing processing.
The primary objective of this enhancement is to keep users engaged during the period when the bot is searching and generating the answer. This not only addresses the potential delays in response but also transforms the waiting time into a more interactive and informative experience for users.
The bot displays status messages: such as “Looking for recommendations… ” that are updated as the processing moves forward. The Aisera Administrator can turn this feature on / off at any time.
Ticket Concierge
The following are being defined within a flow:
Ability to define a separate pipeline for the channel which might need to be different from the app-level pipeline.
Ability to provide different responses, if users clicked on Thumbs Down and mark Ticket Concierge answers not. helpful.
Ticket Concierge can now add Conversation History directly as a comment to the ticket. This serves the purpose of delivering comprehensive context to agents. Now, agents can gain a detailed understanding of how users have interacted with the proposed solution provided by Ticket Concierge and thus streamlines the troubleshooting process.
Form Intercept
Form Intercept Support for RAG, PublicKB
Form Intercept now supports the AiseraGPT pipeline, including RAG, PublicKB, etc. Additional enhancements have been introduced to improve user experience to keep users engaged during the time that is taken to find the solution.
Campaigns
Campaign Support Glip Channel
The Glip channel has officially joined the roster of supported channels for Campaigns. This means that you can now seamlessly send Campaigns to users who interact with the bot via Glip.
Voice Experience
Voice Experience Enhancements
The Contact Center integration with Aisera platform for Voice Assistant support is enhanced with updated microservices to orchestrate additional Speech-to-Text (STT) and Text-to-Speech (TTS) vendors. The enhancements also include support for Voice Activity detection, update to cleanup of sessions on Aisera platform after the termination of calls.
Integrations
New Integrations
Marketo Connector - Productized the Marketo Connector and the ability to ingest all the Leads.
xMatters Connector - Productized the xMatters connector leveraging the generic connector to ingest all the Event (previously called Alerts) from xMatters.
AutoTask Connector - Productized AutoTask connector and below are the features:
Ability to Ingest the Users
Ability to Ingest Knowledge Articles
Ticket Management flows
Ingest tickets, List Tickets, List tickets by IDs, List Tickets by Reporter, Update ticket (close ticket, reopen tickets) & Adding comment to ticket .
Privileged Access Management (PAM)
Productized the ability to support PAM. Connectors can directly connect to the PAM systems to retrieve the authentication details for respective connectors.
Ingestion Improvement
Added support to show details of the KBs that have failed to be ingested due to an empty body. This will help users/admins to know the reason behind the KB ingestion count mismatch.
Addressed the issue of duplicate “Content IDs” being attached to the documents without section titles.
All connectors: If a Bold text or a URL is found during the ingestion then the connector will place it according to initial document position and not split it in the new line.
Improvement in the docx parsing and section detection.
Servicenow: Added the ability to Ingest the CloseNotes from Servicenow. The mapping of the CloseNotes is available OOTB.
ServiceNow: Improved the KB ingestion by Ingesting the attachments of only those KB that are being ingested.
Box- Added the ability to support OAuth authentication methods for the Box Integration.
Nexthink: Added ability to support OAuth authentication method for the Nexthink connector.
Simpplr: Added the ability to ingest Files from folders and subfolders along with the previous support of ingesting Pages.
SharePoint: Enhanced the connector to only fetch the groups of those sites that we have ingested.
Intentless Configuration
Configuration
Enhancements feature cutting-edge models for Query Generation, Decision-Making, and Validation. Response improvements are driven by considerations such as user profiles, country detection, and ontology query normalization. Increased flexibility is achieved with new options for extractive mode and domain whitelisting.
Conversational Experience
Embracing the future of conversational AI, this release introduces a chatbot architecture without relying on predefined intents. Departing from traditional intent-based models, our chatbots now leverage the capabilities of advanced language models. This innovative approach eliminates the necessity for predefined intents, providing a more adaptable and user-friendly experience.
Key Features:
Specialized Fulfillment Types
Flexibility in Answer Retrieval
Flow Matching Capability
No Added Efforts for Intents
Address Ambiguity with High-Quality Questions.
Conversational AI
Neural Search Enhancements
The retrieval model for neural search has been upgraded to improve the quality and accuracy of search results for a given query.
Neural+ Enhancements
Updates to Neural+ have been made to substantially improve the accuracy of the conversational bot.
Knowledge validation for Neural+ has been reinforced to reduce hallucinations and only serve Neural+ answer if it is fully relevant to users query.
Context passing has been enhanced to dynamically pass in context to a query to make sure additional context does not add unnecessary information and reduces hallucinations.
URLs in Neural+ answers now contain a clickable hyperlink.
AI Workflows
Control rejection conditions on Ask Approval node
When the user configures the “Ask Approval” action node, rejection conditions can be set up separately.
Add Rejection condition with options of ANY, ALL and majority
By default ANY approver should be able to approve the request and ALL rejector should be able to reject the message.
Ticket AI
Ticket Lens Enhancements
The Ticket Lens tab is now called Agent Assist to accommodate the ability to test two different products here- Conversational AI Assist and Ticket Assist. You select the product in the product dropdown field. For ticket assist, you will now see the Ticket Summary And Generated Answer when testing a ticket. When you select the product for conversational assist, you will see only the recommendations that are relevant to this product- Conversation Summary, Knowledge Articles and Similar Conversations.
View Aisera Answer on the Ticket in Admin UI
On the ticket details page of an individual ticket, you are now able to see the Aisera Answer that was utilized to resolve the case either during Auto Resolution or when using Agent Assist, if you are utilizing this feature. The reference articles and feedback are also captured in this location.
Knowledge Recommendation Analytics for Agent Assist
A new breakdown for knowledge recommendations has been added to the Agent Assist Analytics page. This captures various details about the usage of Knowledge Articles recommended by Aisera like How often the article is recommended, the percentage of times it is applied to the case, the percentage of times it was clicked into and the feedback the agent provided on the article.
Conversation Summary for Conversational AI Assist in Intercom
Conversation Summary is now a feature available for the Conversational AI Assist product in Intercom. It summarizes live chat conversations, extracting the reporter’s main issue and the agent’s resolution.
Reduce Latency in Conversational AI Assist Recommendations
Enhancements have been made to improve the performance of retrieving recommendations for the Conversational AI Assist product. You will see an improvement in response time for Knowledge Articles and Similar Conversations.
Ticket Details Page Enhancements
The comments for the ticket are now moved up below the ticket description and the email of the reporter of each comment is captured so you can properly track the back and forth conversation on a ticket in Admin UI.
Email Template Formatting Issue Resolved
The issue where email templates that were recommended in the Agent Assist widget had line breaks after hyperlinks has been resolved.
Universal Bot
Universal Bot Improvements
The default domain detection and routing logic used by the universal bot has been enhanced to cover a wider range of use cases out-of-the-box.
The UI for the advanced universal bot configurations has been overhauled to improve usability, and provide a more intuitive way of adjusting the bot’s behavior.
The universal bot now has the option of setting a fallback flow for when user requests can’t be routed to any of the domain-specific bots.
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