This information is provided for customer convenience. Note that this information may be incomplete and is  subject to change anytime before the scheduled release.

Features

The following features have been added to the Aisera GenAI Platform in this release.

Ticket Concierge

The following feature has been added to Ticket Concierge  in this release.

Ticket Concierge Now Includes Hyperlinks in Tickets

In previous releases, the Ticket Concierge feature included  hyperlinks to articles in the conversational response, but not in the Conversation History that was written back to the Source Ticket. 

Hyperlink within a Conversation in the Bot

With this release, the hyperlinks are also included in the Conversation History that’s written back to the ticket.

Conversation History - Written Back to the Ticket

Enhancements

The following enhancements  have been added to the Aisera GenAI Platform in this release.

Agent Assist

The following enhancement has been added to Agent Assist  in this release.

Intent Predictions Removed from Next Best Actions

In accordance with Aisera’s simplification initiative, Intent Predictions will not longer appear on the Next Best Actions section of the Ticket Details window.

Intent Predictions Metric in Next Best Actions Section

Conversational AI

The following enhancement has been added to Conversational AI  in this release.

Request Details Page Now Includes Status

With this release, the return status  is now shown in  the Request Details window.

Request Status Shown on Request Details Page

KB Article Generation

The following enhancements have been added to the Knowledge Generation  feature in this release.

External System Type No Longer Mandatory

You no longer have to specify an External System Type before you Add a Field and assign a value to that field that will be shared by all knowledge articles that contain the field. The External System Type field is now optional.

External System Type is now optional

Assigning values to fields  is often used to ‘tag’ groups of tickets or knowledge articles into categories.

New Date/Time Picker for Knowledge Field Mapping

You can now configure your  Knowledge Field Mapping in alignment with the field types and configurations set in your source system, such as Salesforce, ServiceNow, or Confluence.

1. For each data type:
   • Date Field: Shows a date picker.
   • Date/Time Field: Shows a date/time picker.
   • Free Text Field: Displays a free text input box.
   • Multi select : Allows you to choose multi select in the drop down values.
2. The Aisera Gen AI system supports seamless mapping and value addition for all other data types, maintaining consistency with the source system's configurations.