Aisera Agent Assist automatically classifies, routes, and resolves tickets across multiple sources. It integrates with ServiceNow to offer service agents AI-based recommendations based on knowledge articles, macros, ticket field values, comments, similar tickets, and next-best actions. With a customizable UI widget that is fully integrated with ServiceNow, agents can access information easily, allowing them to resolve tickets efficiently. By supporting service management teams through historical ticket/case analysis and auto-classification, Aisera's Agent Assist reduces MTTR, bounce rates, and misclassification.
For more information, see Overview of the Agent Assist Application and Integrating Agent Assist with ServiceNow’s Service Operations Workspace.
Capabilities of Aisera Agent Assist include:
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Automatic classification and routing of tickets to the right teams and agents based on request, sentiment and user profile
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Autonomous and semi-autonomous mode for ticket resolution, based on confidence threshold
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AI-powered summarization of the ticket
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AI-powered answer recommendation based on internal knowledge articles and public search to to boost agent productivity
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AI-powered next-best actions to boost agent productivity
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Continuous learning from past tickets and conversations to increase resolution speed and refine prediction accuracy
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Fully integrated and customizable UI widget for ServiceNow
Updates are generally released once a month and release notes are available upon request.
ServiceNow: Xanadu and up.