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.
Included in version 1.0.62:
- Cross-scope privileges installation — Automates creation/update of the 25 cross-scope privilege records (via a Fix Script) that the widget needs, eliminating the manual setup that caused "Illegal access attempt" errors.
- Sensitive tokens move to an encrypted column — Migrates the four auth tokens (accessToken, assistantToken, eventKey, widgetToken) from plain-text value to the encrypted pwdvalue column via a widened schema, refactored Script Include, and a one-way migration Fix Script.
- Icon updates — Replaces the manual multi-step process of uploading/linking the sidebar icon with an idempotent Fix Script that attaches and points the workspace route's icon automatically.
- Event Studio Setup — Adds pre-configured business rules to set up Event Studio integration between Agent Assist and the Aisera platform.
Additional Notes:
- This update enhances the plugin by automating the creation of the generate_knowledge_admin and publish_knowledge_admin roles during the installation process. By including these roles directly in the plugin, we have eliminated the need for manual configuration, streamlining the setup workflow and ensuring that knowledge generation features can be enabled seamlessly for customers.
- This update resolves a critical issue where switching between multiple open incident tabs could cause the widget to display data from a previously viewed ticket. The fix ensures that the widget correctly captures and maintains the unique sys_id for each incident at the time of the request, preventing race conditions during rapid tab switching and ensuring that summaries, answers, and next-best-actions are always contextually accurate to the active incident.
- This update resolves an issue where Next Best Actions (NBA) failed to load on the first attempt for newly created incidents. The root cause was identified as a logic error in the data processing utility that prematurely discarded NBA items while content generation was still in progress, preventing the widget from honoring configured retry attempts. The fix ensures that the widget correctly handles in-progress states and retries as expected, providing agents with timely and accurate recommendations without requiring a manual refresh.
ServiceNow: Xanadu and up.
Other Requirements:N/A