In the Aisera platform, conversations have been replaced with Requests, a ticket-like object to track user requests and multiple related conversations over time.
Aisera’s platform now supports a Universal Bot, which can handle requests from various individual bots. This is useful in scenarios for using a single bot with multiple domains or multiple languages.
Live Agent Features for Salesforce
For Aisera’s Live Agent integration with Salesforce, we’ve added multiple enhancements including real-time language translation and support for multiple queues.
Improved Clustering Algorithm
On the Requests page, we have launched an improved clustering algorithm to cluster different requests.
We now have a form intercept feature to help deflect IT issues through KB recommendations after users fill out a form.
Ability to drill down into CSAT surveys and see the CSAT score over time
Flow Analytics Improvements
Users now have the ability to apply filters to flow execution analytics while seeing the user journeys.
Live Agent Timeout Enhancement
Users now have the ability to submit a request when a live agent times out. This provides a much better user experience in the case where no live agents are available.
Ability for user to change the timezone in which the UI information is viewed
Support for setting the timezone the user is interested in
Connectors and Integrations
Support for a new connector with Aisera Major Incidents to Datadog incidents.
Salesforce Marketing Automation
Support for various actions within the Salesforce Marketing Cloud including Creating a Lead & Updating Profile Information.
Configuration Item filter in Major Incidents now provides the ability to include the Business service of interest
User can select one or more business services to display the CIs associated with them
Rename fields in the Major Incident table
Name field under Configuration Item is now changed to ‘Configuration Item’
Ticket ID field can now be added as a field to the table
Ticket Business Service can now be added as a field to the table