Aisera Agent Assist
Deliver magical experiences to boost agent productivity.
Executive Summary
Aisera Agent Assist is an AI-powered solution designed to significantly enhance customer support agent productivity and deliver exceptional customer experiences. It integrates human-like intelligence into support operations, aiming to reduce operational costs and increase case deflection by empowering agents with advanced tools. The platform offers core capabilities such as intelligent Triage, automatic Summarization of interactions, precise Answer Generation, and proactive Next Best Action Recommendations. It also includes a Conversational Assistant to streamline agent-customer interactions. Agent Assist can be seamlessly embedded into existing enterprise systems like ServiceNow and Jira, leveraging Aisera's robust Enterprise AI search and an's open API architecture for broad compatibility.
Use Cases
- Boosting customer support agent productivity
- Reducing operational costs in customer service
- Increasing case deflection rates
- Improving IT efficiency and support (Next-Gen ITSM)
- Providing real-time, human-like intelligence to agents
Features
Visibility
- AI-driven Analytics: Provides insights and real-time metrics for agent performance and operational efficiency.
- Pre-Built Analytics: Offers ready-to-use analytical dashboards and reports for quick insights.
Intelligence
- Intelligent Triage: Automatically categorizes and routes customer issues to the appropriate agent or department.
- Automatic Summarization: Generates concise summaries of customer interactions for quick agent understanding.
- Answer Generation: Provides precise, AI-generated answers to customer queries based on available knowledge.
- Next Best Action Recommendations: Suggests optimal next steps and responses for agents to efficiently resolve issues.
- Conversational Assistant: Aids agents in managing customer dialogues, understanding intent, and streamlining resolutions.
- Enterprise AI Search: Enables agents to quickly access and analyze vast amounts of internal and external knowledge.
Technical Specifications
- Architecture
- Leverages an open API architecture for seamless integration, supporting cloud-only, on-premises, or hybrid deployments. Built on agentic AI capabilities and an Enterprise AI search engine, with a vector database for data ingestion.
- Deployment
- Hybrid
- API Available
- Yes
AI/ML Stack
- Agentic AI
- Conversational AI
- Natural Language Processing (NLP)
- Machine Learning
- Vector Database
Integrations
- ServiceNow
- Jira
Security & Compliance
Certifications: SOC 2 Type II, ISO/IEC 27001, CSA Star Level 1
Encryption: Defense-in-depth security includes encryption for data protection.
Pricing
- Starting Price
- Contact sales
- Target Customer
- Enterprise
About Aisera
Aisera provides an AI agent platform for enterprise automation, specializing in generative AI and automation solutions to improve enterprise service delivery and support. Its platform, including the AI Service Experience (AISX), automates IT, HR, and customer service processes, leveraging large language models for conversational AI, ticket automation, and self-service experiences. Aisera was acquired by Automation Anywhere in February 2024.