Let’s dive into the key highlights, exciting improvements introduced, and a few known issues to keep an eye on. Every update brings something new, with a focus on enhancing the experience!
The following section provides key highlights, improvements, fixed issues and known issues in AIW Aspen Q2 ‘26 April Release.
Key Highlights
Our team’s been on the move, polishing the UI and adding smarter functionality to power up your daily grind. Curious about What’s New? Dive in and explore the latest highlights - they are too good to miss!
Temporary Ticket Creation
User Persona: End User, Analyst
Left troubleshooting midway? Resume anytime without repeating the issue!
Temporary Ticket Creation ensures that conversations are not lost when a user’s session ends. When a session expires or the user leaves the interaction before completing the troubleshooting process, the system automatically creates a temporary ticket.
This temporary ticket preserves the conversation context for a defined grace period. When the user returns, the stored context can be used to continue the interaction seamlessly. With the user’s consent, the temporary ticket can then be converted into a formal Incident or Service Request, ensuring that the issue is tracked and resolved without restarting the process.
By retaining interim conversation details, this feature improves troubleshooting continuity, minimizes repetitive user input, and enables better operational insights through archived interaction data.
Seamless Conversation Continuity
Preserves the conversation context so users can resume troubleshooting without repeating previously shared information.Reduced Duplicate Tickets
Prevents unnecessary or duplicate ticket creation when users return to complete an interrupted interaction.Flexible Ticket Conversion
Allows temporary tickets to be converted into Incidents or Service Requests based on the user’s confirmation.
Figure: Issue Reminder
For more information, refer to Temporary Ticket Creation.
Analyst Agent Memory
User Persona: Analyst
Turn repeated actions into instant intelligence. Let agent remember routine - while you focus on resolution!
Analyst Agent Memory enhances incident management by enabling the AI Agent to recall and reuse recurring analyst inputs—such as resolution notes, resolution code, mandatory status fields, SLA Violation Reason, commonly selected end users, and analyst‑preferred responses—across incident workflows.
By learning from historical analyst behavior and applying it contextually, the Agent reduces repetitive effort, improves response consistency, and accelerates incident closure. Memory is scoped exclusively to the Analyst persona and activated only during relevant incident workflows, ensuring precise and secure assistance quickly for frequently used resolution parameters.
Faster Incident Resolution
Reuses commonly entered resolution details and status update inputs, reducing manual effort during incident closure.Consistent, High-Quality Responses
Promotes standardized resolution notes and analyst responses across similar incidents.Reduces Operational Overhead
Minimizes repetitive data entry, allowing analysts to focus on troubleshooting and root cause resolution.
Figure: Frequent contacts for end user incidents and retaining the Solutions for similar past incidents
For more information on Analyst Agent Memory, refer to Analyst Agent Memory.
Asset List
User Persona: End Users
Secure, real-time asset visibility for end users through conversational interface.
The Asset List capability in AIW, enabling end users to view and manage their assigned assets directly within the workspace. The feature provides accurate, up-to-date information on Asset ID, Asset Type, Category, and Location, with support for filtering, sorting, and pagination.
Access is governed by role-based authorization, ensuring that users can only view their own assets. Unauthorized actions are restricted, logged, and accompanied by clear error messages to guide users effectively.
Immediate visibility of assigned assets
Accurate, real-time information on all assets linked to the logged-in user.Self-service efficiency
Reduces service desk workload by enabling independent asset inquiries.Role-based security and compliance
Controlled permissions enforce aligned governance, blocking unauthorized access and logging restricted actions for audit purposes.Flexible navigation
Filtering, sorting, and pagination options in Web App to help users quickly locate specific assets.
Figure: Asset List
For more information on Asset List, refer to Asset List.
AIW Token Usage Limit
User Persona: All Users (End User, Analyst, Administrator)
Predictable usage. Transparent tracking. Controlled intelligence.
The AIW Token Usage Limit feature enables organizations to govern AI consumption by defining a customer‑level token limit that applies uniformly across all users and personas. Token limits are centrally configurable in the backend, ensuring controlled and predictable AI usage without per‑user configuration complexity.
While the token limit is common for all users under a customer, individual user consumption is tracked independently, providing full visibility into usage patterns. Tokens are allocated on a monthly cycle, and at the start of each cycle, the token balance is automatically refreshed to the configured limit—ensuring uninterrupted and fair access to AI capabilities.
This feature applies seamlessly across all AI interactions, regardless of user persona, ensuring consistent enforcement and governance.
✅ Perks at a glance
Define a single configurable token limit per customer to centrally control AI usage across the organization. Per‑User Consumption Tracking
Track individual user token consumption independently, enabling transparency and informed usage monitoring.
Automatically refresh token availability every month to the configured limit, ensuring predictable and continuous access.
Applies uniformly across all personas—including End Users, Analysts, and Administrators—without exceptions.
Enables equitable AI access while preventing overconsumption and ensuring operational consistency.
For more information, refer to AIW token usage limit.
Improvements
The following section provides a sneak-peak of improvements introduced in AIW Aspen Q2 ‘26 April Release:
Improvement Name | Description | Benefits |
|---|---|---|
Message Enhancement with Capabilities User Persona: End User and Analyst | Enhances the AI Assistant to deliver contextual, role‑based responses tailored to End Users and Analysts, with configurable capabilities per customer. Applies session‑aware handling for VIP users to avoid repetitive prompts, and routes company policy and knowledge‑based queries to the General Assistant for efficient backend processing—without changing user‑visible functionality or workflows. For more information, refer to Message Enhancements with Capabilities. | • Improves user experience through relevant, role‑specific guidance and reduced interruptions for VIP users. • Increases system efficiency and scalability by optimizing backend agent routing while maintaining consistent functionality. |
Note
To improve user experience, the Live Agent Transfer (LAT) UI has been enhanced for both End Users and Analysts Dashboards.
Fixed Issues
There are no fixed issues for this release.
Known Issues
There are no known issues for this release.