Aisera Assist
by Aisera Inc
Intelligent Automation for Instant Ticket Resolution and Improved Agent Productivity
Install Trend
View Install Data
| Date | Install Count | Change |
|---|---|---|
| 2026-09-09 | 0 | - |
About
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.
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For more information, see Overview of the Agent Assist Application and Integrating Agent Assist with ServiceNow’s Service Operations Workspace.
Key Features
Capabilities of Aisera Agent Assist include:
- Automatic classification and routing of tickets to the right teams and agents based on request, sentiment and user profile
- Autonomous and semi-autonomous mode for ticket resolution, based on confidence threshold
- AI-powered summarization of the ticket
- AI-powered answer recommendation based on internal knowledge articles and public search to to boost agent productivity
- AI-powered next-best actions to boost agent productivity
- Continuous learning from past tickets and conversations to increase resolution speed and refine prediction accuracy
- Fully integrated and customizable UI widget for ServiceNow