Unresolved Conversation Workflow

We have overhauled the workflow for reviewing unresolved conversations so that it is easier than ever to review and make improvements. 

Account Health & Churn Prediction

Aisera's Customer Intelligence product applies AI/ML to hundreds of data points and provides an in-depth analysis of a customer's users/account health profile and the probability of churn. As part of this release, we are launching the first version of Churn model and Account health dashboard with analysis on various data metrics such as CSAT, NPS, Product usage, Support experience etc.

Ticket AI for ServiceNow Agent Workspace 

First, we have renamed TicketIQ to Ticket AI. Same product, same great functionality, but now under a new name. And, new in this release, we also support the Ticket AI widget in the ServiceNow Agent workspace. 

PII Validation

We now have the ability to mask Personal Identifiable Information(PII) mentioned in user and agent queries within the Aisera platform.

Include Alert details when P1 Major Incidents are created in customer ServiceNow system

We have added the ability to see both alerts and incidents related to P1s so users can get better visibility around why P1s are created.  This is specific to Autodesk

Added Additional Filters in Major Incidents

We have added additional filters to view Major Incidents including Division Impacted, Department Name, and Outage Date