What is a Request?
An (Aisera) Request is a ticket-like object that tracks a user’s request across channels, sessions, and parties involved.
Why is Aisera switching from Conversations to Requests?
As Aisera expands into more use-cases and channels, the need has emerged to track a user’s request from start to finish, including its associated lifecycle.
What is the difference between Conversations and Requests?
The main difference between Conversations and Requests in the initial August release is related to the approval use case. Here’s an example:
Example: Mark wants access to Tableau, but once he requests access he needs approval from his manager, Rod. Rod gets a notification that Mark needs access and he can either reject or approve the request.
- With Conversations, each of Mark and Rod’s interactions would be counted for a total of two conversations
- With Requests, the initial request (Mark asking for Tableau) is the same, so both interactions would be tied as conversations to the same single Request
Will key metrics like Resolution Rate & Escalation Rate be affected going forward?
Metrics that were based on Conversations will now be based on Requests. It is possible that the numbers may change slightly, but this is expected and is more accurate since we are not double-counting conversations as shown in the example above.
Is there anything else changing?
Besides seeing Conversations → Requests in the Admin UI, the other major change is with the Conversation Type filter. Please note that Conversation Type - Casual & Irrelevant can now be found under the Resolution Field.
Was this change really needed?
In the August release, we only focused on approvals but the foundation of the Request model will allow us to build some of your frequently-asked features in future releases.
What if I have more questions?
Reach out to an Aisera CS/PM and we will be happy to answer any questions or concerns you have.