With the Campaign feature, you can schedule targeted messages to specific groups of employees, share feature updates, send surveys and polls, broadcast outage information to all employees or groups via Slack, Teams, or webchat. Once a Campaign is complete, review out-of-the-box and custom insights via Admin UI. By default, all campaigns are public, however based on your employee persona, you can make it private. Private campaigns still show insights, but you would not be able to see individual people’s responses.
Ticket Update Notifications
Keep your employees up to date with the status of their tickets or ping them when action is required on their end with Ticket update notifications feature.
Live Conversation Agent Assist
Smart Assist widget provides concurrent suggestions for Live Agents in real time, as they are communicating with users. Smart Assist widget could be embedded with any ticketing system. You can review the performance and analyze those conversations in Aisera Admin UI.
Ticket AI Analytics Enhancement
We have added a few more metrics for Ticket AI analytics: Agent-Applied Tickets (Total number of tickets where agents applied values predicted by Aisera widget), Agents Applied Values (Total number of agents who applied values predicted by Aisera widget), Agents Provide Feedback (Total number of agents who provided feedback in the widget), Total Provided Feedback (Total sum of feedback provided), Applied Prediction Values (Total number of values predicted by Aisera widget and applied by an agent), Provided Feedback (Total number of feedback provided by an agent), Tickets with Agent Feedback on Predictions.
Enhanced Filter for Tickets and Ticket AI
In addition to a regular date filter (filtering by ticket creation date), Administrators can now filter tickets by Agent provided feedback date, ticket creation/last updated/closing dates. You can also filter tickets to review the ones with a specific agent’s feedback.
Ticket Details Page Enhancement
Additional information is now available on the ticket details pages for those who have Ticket AI feature enabled: Agent feedback on KB and Macro predictions (shows agent’s name + feedback), KB and Macro predictions, Similar Ticket recommendations.
Ticket AI Lens
Added an ability to test predictions based on Ticket ID.
Flow Studio Enhancement
Great new enhancement in the Flow Studio to improve usability: ability to redo changes made during a single Flow Studio session, auto-save locally (to commit the changes to the flow overall, a Flow Builder has to click on the button “publish”). Another helpful improvement is a pop-up window to prevent more than one person from working on a flow at the same time. Version History page that slides out within a flow to view, edit, and restore up to 10 previously published versions.
Now, all requests that are canceled with “cancel” or “exit” are considered Abandoned in Analytics.
End-of-a-Conversation CSAT Survey
Enable this feature to collect customer satisfaction with a 5 star rating survey at the end of a conversation with bot. Chat experience rating will be stored at the Conversation/Session level in Request details.
Conversation Inactivity Follow-up
Enable this feature to nudge a user to continue with conversation who is not actively engaged after bot provides an answer to their request. The inactivity time is customizable and so is the follow-up phrase “You have been inactive for a while. Is there anything else I can help you with?”
KB Suggestions labels
Aisera can now label Knowledge Articles with specific labels based on the type of source (i.e. premium, public).
MS Teams Agent Profile Image
Agent’s profile images are now used during a live chat conversation instead of a default agent icon. The default icon is still used when an agent's image is not available.
Responsive Chatbot Opener Icon
The chatbot icon will now automatically resize to accommodate the screen width. I.e., if you set your opener icon size at 100px or more, it would get smaller for iPad and mobile screens accordingly.
A maximum correlation duration (user configurable) for a Major Incident has been added.
Data column export yielding null object has been fixed to return the Configuration Item.
This ensures that during Incident Clustering, the clusters and the contained incidents are fully inserted into the Kafka queue for further processing downstream to generate AMIs.
Custom field showing blank value
Fix to ignore empty value when persisting custom fields.
AMIs probability and score now capped for AMIs with Low Priority Incidents.
SumoLogic Connector has been updated with additional fields.