The Aisera AI Agent Live Escalation Integration enables seamless handoff from Aisera AI Agent conversations to ServiceNow Live Agent Chat. When users require additional support beyond AI Agent capabilities, they can escalate directly to live agents within the NOW Platform, ensuring continuity and efficient issue resolution.
Benefits:
- Seamless escalation from AI to human agents with full conversation context
- Improved customer experience through intelligent routing and reduced wait times
- Increased first-contact resolution rates by combining AI efficiency with human expertise
- Enhanced agent productivity with access to complete AI conversation history
- Reduced customer frustration by eliminating the need to repeat information
- Real-time visibility into escalation patterns and AI Agent performance
- Works within existing ServiceNow Live Agent Chat workflows
Application enables seamless integration between the Aisera Bot and ServiceNow Live Agent, ensuring smooth transitions both ways:
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Users can escalate from Aisera Bot to a Live Agent within ServiceNow.
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Once the live conversation session is successfully completed, the interaction can return back to the Aisera Bot.
Key Features in this Release:
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Typing Indicator
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Real-time notification to the agent whenever the user is typing, improving responsiveness and conversation flow.
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File Attachments
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Support for exchanging attachments between the agent and the user.
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Enables both sides to share images, documents, or other relevant files directly within the chat session.
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This scoped application provides full-fledged support for ServiceNow Live Agent within the Aisera chatbot experience.
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Users can seamlessly connect with a ServiceNow live agent when their issues cannot be resolved by the chatbot.
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After successful completion of the live agent session, the conversation automatically transitions back to the chatbot.
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Enhancements in this release include:
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Typing Indicator – Notifies the agent when the user is typing, ensuring smoother real-time interactions.
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File Attachments – Allows both agents and users to exchange attachments (documents, images, etc.) directly during the chat.
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This application has prerequisites in both Aisera and ServiceNow.
Aisera
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The person or entity downloading this application must be an existing Aisera customer.
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If not, please contact the Aisera Sales team for access.
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Customers must coordinate with Aisera Support to configure the following:
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Credentials: Aisera_Login_User_Name / Aisera_Login_Password
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URLs: Aisera_Login_URL / Aisera_LiveAgent_URL
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Application Token: Aisera_AppToken
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A chatbot must already be configured in Aisera.
ServiceNow
The scoped application can be installed on the following supported ServiceNow versions:
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Xanadu
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Yokohama
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Zurich