AIW v1.0 Release Notes

Streamline support workflows and improve user experience across the platform. Users benefit from intuitive, dynamic forms for faster and more accurate incident and service request creation, with common requests expediting submissions and intelligent, AI-powered suggestions from the Self Service Knowledge Base. The Live Agent Transfer feature now seamlessly connects users to the most suitable agent directly from chat, while analysts can efficiently create incident tickets for end users and receive context-driven instructions and personalized checklists for consistent resolutions. Mandatory Field Validation ensures complete ticket submissions, and Multi-Factor Authentication for Microsoft Account Reset now displays real-time status updates. Agents enjoy a open ticket summary for better ticket management, and bulk update functionality with improved notifications in Update Ticket Status fosters faster and clearer communication throughout the resolution process.

Key Highlights

Discover the highlighting features of v1.0 Release!

The following section provides details in this release.

New Features

The following section provides a sneak-peak of new features introduced in this release:

Feature Name	Feature Description	Benefits
Create and Update Incidents User Persona: End User	Allows users to interact with Support Agent to create new incident tickets and update details or status as needed. For more information, refer Create and Update Incidents	Faster issue reporting Accurate incident tracking and resolution
Create Service Request User Persona: End User	Enables users to instruct the Agent and submit Service Requests for standard services like access to hardware or software. For more information, refer Create Service Request	Streamlines service delivery Ensures requests are properly logged and fulfilled
Self-service Knowledge Base Assistant User Persona: End User	Provides users with automated access to a searchable knowledge base to resolve issues themselves. For more information, refer Self-service Knowledge Base Assistant	Reduces dependency on support Empowers users to resolve issues independently
Live Agent Transfer User Persona: End User	Seamlessly transfers users from self-service or automated support to a live agent when required. Escalate Aged SRs to agents without delay. For more information, refer Live Agent Transfer	Ensures escalation for complex issues Minimizes user frustration
Agent Instructions User Persona: End User	Offers step-by-step, context-aware instructions to agents for handling customer tickets efficiently. For more information, refer Agent Instructions	Enhances agent productivity Standardized responses and improved resolution
Multi-Factor Authentication — Microsoft Account Reset User Persona: End User	Enables secure reset of Microsoft account credentials by verifying user identity with MFA. For more information, refer MFA Reset	Increases security Quick and reliable account recovery
Agent Open Ticket Summary User Persona: Analyst	Displays all tickets currently open and assigned to the agent, with relevant details at a glance. For more information, refer Agent Open Ticket Summary	Better workload management Improved ticket prioritization
Update Ticket Status User Persona: Analyst	Allows agents or users to update the status of a ticket to In-progress, Pending, Resolved. For more information, refer Update Ticket Status	Improves transparency and communication Accelerates issue closure
Create Incident on behalf of End User User Persona: Analyst	Enables analysts to create incident tickets on behalf of end users for reported issues directly in the chat. Offers the flexibility to present information as itemized lists or summarized views based on user needs. For more information, refer Create Incident on user behalf	Efficient incident logging Accurate issue tracking for faster resolution
Mandatory Field Validation and Update Ticket Status User Persona: Analyst	Enforces the completion of essential ticket fields before submission, ensuring all required information is captured. For more information, refer Mandatory Field Validation	Reduces dependency on support Empowers users to resolve issues independently
Guardrails User Persona: End User / Analyst	Implements strong privacy, security, and scope management so the bot acts only within permitted user access and approved topics. For more information, refer Guardrails	Ensures compliance with data privacy and security policies. It prevents unauthorized access to sensitive information.
Handling Contradiction as Ambiguity User Persona: End User / Analyst	Detects and clarifies ambiguous or contradictory user queries, prompting for confirmation before action. For more information, refer Handling Contradiction as Ambiguity	Improves accuracy of chatbot actions and responses. Enhances user experience by reducing confusion and mistakes.
Re-open Resolved and Cancel Tickets User Persona: End User / Analyst	Allows users to easily request reopening resolved tickets and cancelling existing tickets of incident and service request directly via chatbot. For more information, refer Re-open Resolved and Canceled Tickets	Empowers users with convenient self-service ticket management. Saves time by reducing reliance on manual IT support processes.
Consistency in Links and Redirection User Persona: End User / Analyst	Provides consistent, reliable web links and redirections that always point to the intended destination. For more information, refer Consistency in Links and Redirection	Improves navigation by ensuring all links work as described. Reduces user frustration from broken or misleading links.
Clarity of Bot Responses User Persona: End User / Analyst	Delivers clear, concise, and actionable responses, guiding users with straightforward instructions or solutions. For more information, refer Clarity of Bot Responses	Minimizes confusion, allowing users to act confidently. Facilitates faster issue resolution and task completion.

Feature Name

Feature Description

Benefits

Create and Update Incidents

User Persona: End User

Allows users to interact with Support Agent to create new incident tickets and update details or status as needed.

For more information, refer Create and Update Incidents

Faster issue reporting
Accurate incident tracking and resolution

Create Service Request

User Persona: End User

Enables users to instruct the Agent and submit Service Requests for standard services like access to hardware or software.

For more information, refer Create Service Request

Streamlines service delivery
Ensures requests are properly logged and fulfilled

Self-service Knowledge Base Assistant

User Persona: End User

Provides users with automated access to a searchable knowledge base to resolve issues themselves.

For more information, refer Self-service Knowledge Base Assistant

Reduces dependency on support
Empowers users to resolve issues independently

Live Agent Transfer

User Persona: End User

Seamlessly transfers users from self-service or automated support to a live agent when required. Escalate Aged SRs to agents without delay.

For more information, refer Live Agent Transfer

Ensures escalation for complex issues
Minimizes user frustration

Agent Instructions

User Persona: End User

Offers step-by-step, context-aware instructions to agents for handling customer tickets efficiently.

For more information, refer Agent Instructions

Enhances agent productivity
Standardized responses and improved resolution

Multi-Factor Authentication — Microsoft Account Reset

User Persona: End User

Enables secure reset of Microsoft account credentials by verifying user identity with MFA.

For more information, refer MFA Reset

Increases security
Quick and reliable account recovery

Agent Open Ticket Summary

User Persona: Analyst

Displays all tickets currently open and assigned to the agent, with relevant details at a glance.

For more information, refer Agent Open Ticket Summary

Better workload management
Improved ticket prioritization

Update Ticket Status

User Persona: Analyst

Allows agents or users to update the status of a ticket to In-progress, Pending, Resolved.

For more information, refer Update Ticket Status

Improves transparency and communication
Accelerates issue closure

Create Incident on behalf of End User

User Persona: Analyst

Enables analysts to create incident tickets on behalf of end users for reported issues directly in the chat.

Offers the flexibility to present information as itemized lists or summarized views based on user needs.

For more information, refer Create Incident on user behalf

Efficient incident logging
Accurate issue tracking for faster resolution

Mandatory Field Validation and Update Ticket Status

User Persona: Analyst

Enforces the completion of essential ticket fields before submission, ensuring all required information is captured.

For more information, refer Mandatory Field Validation

Reduces dependency on support
Empowers users to resolve issues independently

Guardrails

User Persona: End User / Analyst

Implements strong privacy, security, and scope management so the bot acts only within permitted user access and approved topics.

For more information, refer Guardrails

Ensures compliance with data privacy and security policies.

It prevents unauthorized access to sensitive information.

Handling Contradiction as Ambiguity

User Persona: End User / Analyst

Detects and clarifies ambiguous or contradictory user queries, prompting for confirmation before action.

For more information, refer Handling Contradiction as Ambiguity

Improves accuracy of chatbot actions and responses.
Enhances user experience by reducing confusion and mistakes.

Re-open Resolved and Cancel Tickets

User Persona: End User / Analyst

Allows users to easily request reopening resolved tickets and cancelling existing tickets of incident and service request directly via chatbot.

For more information, refer Re-open Resolved and Canceled Tickets

Empowers users with convenient self-service ticket management.
Saves time by reducing reliance on manual IT support processes.

Consistency in Links and Redirection

User Persona: End User / Analyst

Provides consistent, reliable web links and redirections that always point to the intended destination.

For more information, refer Consistency in Links and Redirection

Improves navigation by ensuring all links work as described.
Reduces user frustration from broken or misleading links.

Clarity of Bot Responses

User Persona: End User / Analyst

Delivers clear, concise, and actionable responses, guiding users with straightforward instructions or solutions.

For more information, refer Clarity of Bot Responses

Minimizes confusion, allowing users to act confidently.
Facilitates faster issue resolution and task completion.

Fixed Issues

There are no fixed issues for this release.

Known Issues

There are no known issues for this release.