Skip to main content

Bi-Weekly Product Release Notes - February 12

  • Updated

 

Table of Contents

Features 

Channels 3

Copilot Channel Can Access Documents and Templates 3

Webchat Supports Notification History 6

Ticket Concierge 8

Using Event Studio for Ticket Concierge 8

Enhancements 

Channels 16

Webchat Supports Customized Auth Message 16

Notification Messages for Aisera Copilot 17

 

Features

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

Channels

The following features have been added to Aisera Channels  in this release.

Copilot Channel Can Access Documents and Templates

You can now access documents and templates from the Aisera Copilot channel.

To access Documents and Templates:

  1. Navigate to Settings > Channels in the Aisera UI.
  2. Choose an existing Copilot channel.
  3. Click the pencil icon at the top right in the Channel Details page.
  4. Select the checkbox next to Enable File Handling.
  5. Click OK.
  6. Double-click the Channel URL at the bottom of the Channel Details window to open your Copilot bot.

 

Now you can see the Document Library on the left side of the window, and

if you hover over the Account icon at the right-top of the window, you will see the Template Library option.

 

Either of these options allows you to upload a file. 

 

Webchat Supports Notification History

You can now see a history of notifications that occurred when you don’t have the Webchat bot open. For instance, if you received notifications from an email campaign when you weren’t interacting with the bot.

 

To turn on the Notification History for your bot:

  1. Navigate to Settings > AiseraGPT in your Aisera Admin UI.
  2. Choose the bot you want to modify.
  3. In the Channels section of your bot Details window, double-click your Webchat bot.
  4. Choose the pencil icon in the upper right corner of your Channel Details window.
  5. Check the box next to Enable Notification Service  in the Edit Channels window.

 

Now your bot will have a bell icon in the upper right corner.


 

Choose the bell icon to see a list of your Notifications.


If you’re responding to a Campaign notification, you can now choose and respond to the notifications that you missed.

 

Ticket Concierge

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

Using Event Studio for Ticket Concierge

Ticket Concierge is a feature that looks at all the tickets that are already created in the external system and dispatches a tailored solution to the user.

With this release, there is a new Event Studio Handler that works specifically with the Ticket Concierge feature. If you are using a previous Ticket Concierge setup, it will continue to work and is still supported.

Before you begin, make sure that you have integrated a data source, ingested ticket data, and created an Aisera application or bot.

 

To set up Ticket Concierge with Event Studio:

  1. Navigate to AI Automation > Event Studio
  2. Choose + New Event Trigger in the upper right corner.
  3. Select the Ticket Concierge option in the New Event Trigger window.

 

                          Choose Ticket Concierge as Event Handler Type

 

  1. Choose your Ticket Type from the pull-down menu. In this example, the Ticket Type is Zendesk.
  2. Click OK.
  3. Choose the Ticket Type again from the pull-down list in the next window. This Data Type (Ticket Type) contains the mapped fields for your data source with Ticket Concierge).
  4. Select RecordCreated as the Event Type.
  5. Define triggering conditions for the tickets you want to process. In this example, tickets with IT Help in the subject and a Ticket Reporter Email that is not Automation@aisera.com will proceed, while those created by Automation@aisera.com will be excluded.

To process a ticket, three mandatory Aisera fields—ticket_id, ticket_url,, and ticket_reporter_email—must be mapped to the corresponding fields from your ingested data source.


                     

  1.  Select the Prehandling Flow and Ticket Action flow that you want to associate with Ticket Concierge.
  • Prehandling Flow: Flow invoked prior to processing a ticket. 
    • Use Case: If you want to enable ticket concierge even when the reporter email address is private.
  • Ticket Action Flow: Flow involved if the fulfillment is found but before sending out the fulfillment to the end user.
    • Use Case: If the users wants to initiate a workflow to update certain ticket fields via API.
  1. Check the Use Custom NLU Policy check box if you want to define a custom fulfillment for Ticket Concierge. You can drag the policy to select the priority order. If unselected, the event will use the same NLU policy as the application/bot.
  2. Select the ticket fields you want to include to extract intents from the user Request. Previously, we were able to extract only Title and Description, but now you can include custom fields as part of the intent extraction.

        

  1. Click OK to complete the Ticket Concierge setup in the Aisera Admin UI.

    If you click on the Trigger link for your new Event Trigger, you will see the Details for your Trigger.



If you click on the Data Type link for this Trigger, you will see a list of the mapped fields for Ticket Concierge in this Data Type.

  

  1. Create an Event Trigger for your Data Source to complete this setup.



    14. Ask your Data Source Administrator to use the tokens from your Data Source (shown in your App Details window) to create a webhook on your Data Source system. Each Data Source system has their own webhook creation instructions. 

 

Enhancements

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

Channels

The following enhancements have been added to Channels  in this release.

Webchat Supports Customized Auth Message

You can now customize the message that users will see if they have a failure during an SSO login to your bot.

To customize the SSO Failure Message:

  1. Navigate to Settings > AiseraGPT and choose your bot.
  2. In the Channels section of the Application Details screen, double-click on the Webchat Channel where you want to modify the message.
  3. Choose the Authorization tab in the Edit Channel window.
  4. Select the SSO-SAML radio button.

 

 

  1. Add your custom message.
  2. Click the OK button.

Notification Messages for Aisera Copilot

You can now set notification preferences in the Aisera Copilot channel.

                     Select All, Read, or Unread Notifications

       Select Notification for All, or for the last 5, 10, 30, or 50  days

 

To set your notification options:

  1. Click the bell icon in the upper-right side of your Copilot window.
  2. Set the Status option for the notifications you want to view.
  3. Set the Date field with the timeframe for the notifications you want to view.

 

AISERA Inc. Confidential and Proprietary. Do not distribute. Copyright © All Rights Reserved. 1121 San Antonio Road, Suite C202, Palo Alto, CA 94303 | info@aisera.com |(650) 667 4308  This document is for authorized use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, or any other party. If you are not the intended recipient, then please promptly delete this message and any attachment and all copies and inform the sender.

 

Was this article helpful?
0 out of 0 found this helpful
Return to top

Related articles