Aisera Agent Assist
Deliver Magical Experiences & Boost User Productivity
Help Agents Get the Job Done with Aisera Agent Assist
Aisera’s Agent Assist leverages Agentic AI to significantly enhance agent productivity and deliver exceptional user experiences. Using domain-specific LLMs, Agent Assist generates relevant and context-aware answers and case summaries, tailored to meet diverse organizational needs. It is self-supervised and continuously learns and adjusts recommendations based on historical tickets, agent feedback, user sentiment, and more.
By providing agents with articles and next-best-action recommendations, Agent Assist helps agents complete tasks efficiently while lowering costs.
Embedded Agent Assist
Allow agents to stay productive with Aisera Agent Assist, embedded directly within SaaS apps like ServiceNow, Salesforce, Zendesk, Jira, Freshworks, and more. Deliver real-time support and actionable suggestions, eliminating the need for agents to leave the ticketing system to perform actions or search for answers across different sources.
Intelligent Swarming
Elevate support operations and accelerate resolutions with Intelligent Swarming. By analyzing ticket content, Aisera Agent Assist will automatically identify cases that require cross-departmental collaborations and create swarm channels in conversational tools like Teams, Slack, Webex, and more to boost resolution efficiency. Aisera Agent Assist automatically notifies the most relevant experts to maximize first-contact resolution rates and minimize escalations. Stay organized with progress tracking and daily summaries directly on support tickets.
User Insights
Harness the power of Agentic AI to understand sentiments conveyed in text data, whether from a single utterance or an entire conversation thread with Aisera’s User Insights. Automatically escalate tickets based on user satisfaction, improving resolution times and service quality. With Aisera Agent Assist’s user insights, organizations gain a better understanding of their users while boosting customer satisfaction.
Case Summarization
Boost agent productivity with a comprehensive overview of the reported issues, actions taken, and resolutions provided with Aisera’s Case Summarization. This eliminates the need for agents to manually sift through extensive data during agent handoff or case escalation. Aisera Agent Assist dynamically generates summaries using case details, evolving in real-time, empowering agents to efficiently communicate updates and generate knowledge.
Aisera Answers
Improve resolution times with Aisera Answers, which uses Retrieval Augmented Generation (RAG) to search across various sources to extract and generate a direct natural language response. Agents can reply to the case with the suggested answer or make minor edits and adjust it to their liking. By providing feedback on each answer within the app, Aisera Agent Assist is able to continuously learn and improve response accuracy.
Next-Best Action Recommendations
Provide real-time, data-driven recommendations based on customer insights, sentiment, and past interactions. Present actionable insights and resolutions tailored to each case to aid agent decision-making and automate routine workflows to allow agents to focus on more complex tasks. Agents can also provide feedback on Aisera’s recommendations to improve recommendation accuracy.
Aisera Assistant
Help agents solve complex cases faster without leaving the ticketing system. By interacting with the Virtual Assistant, agents can search across various sources of information, execute action workflows, ask questions about the current case, draft email responses, and edit the generated Aisera Answers to tailor the tone to their preferences. AI agents can autonomously execute dynamic action flows to speed up resolutions without the need for creating and maintaining additional workflows.
Case Wrap Up
Automatically generate a comprehensive case wrap up with information on the troubleshooting steps taken, solutions implemented, and more. By providing a detailed history of actions taken, agents who need to reference the case history for future issues or escalations can be better equipped to resolve the case efficiently.
Knowledge Generation
Build a robust knowledge base quickly with Aisera’s Knowledge Generation. When Aisera finds no relevant content to address an issue, Agent Assist will automatically generate a draft knowledge article, based on agent actions identified in the Case Wrap Up, and push the draft to your Knowledge Base for further review
Case Identification
Streamline ticket creation and ticket management across various channels by leveraging out-of-the-box automated workflows with Aisera Agent Assist. Enable seamless triaging of tickets by automatically populating fields and routing them appropriately, while users can easily manage tickets within the chatbot interface. Additionally, customizable ticket management workflows are available through Aisera’s UI for tailored solutions.
