Aisera Consultant

Area(s) of responsibility

Roles and Responsibilities of an Aisera Consultant

A Comprehensive Guide to the Specialist's Impact in AI-Powered Service Automation

Understanding Aisera and Its Platform

Key Responsibilities
1. Client Needs Assessment

An Aisera consultant begins by engaging with stakeholders to understand their current service management environment, pain points, business objectives, and automation aspirations. This involves:

Conducting discovery workshops and interviews.
Analyzing existing service desk workflows and data sources.
Identifying opportunities for automation and AI integration.
Defining metrics for success and expected outcomes.
2. Solution Design and Customization

Once requirements are clear, the consultant designs a solution leveraging Aisera’s capabilities:

Mapping out automated workflows for ticket resolution, knowledge management, and customer support.
Customizing Aisera’s virtual assistant to match the organization’s tone, branding, and operational needs.
Defining intent libraries, entity recognition models, and response templates.
Configuring integrations with ITSM, CRM, and other enterprise platforms.
3. Platform Configuration and Implementation

The consultant leads the technical implementation:

Setting up the Aisera platform in the client’s environment (cloud or on-premises).
Configuring user roles, permissions, and security settings.
Connecting data sources and enabling knowledge ingestion for AI learning.
Establishing monitoring and reporting dashboards.
Executing pilot deployments and refining based on feedback.
4. Testing and Quality Assurance

To ensure the solution meets expectations, the consultant:

Develops and executes test cases for all workflows and integrations.
Validates AI predictions, responses, and automation logic.
Facilitates user acceptance testing (UAT) with client stakeholders.
Resolves issues and optimizes solution performance.
5. Training and Enablement

User adoption is critical for automation success. The consultant is responsible for:

Designing and delivering training sessions for service desk agents, IT staff, and end-users.
Creating user manuals, quick start guides, and video tutorials.
Providing hands-on support during early stages of deployment.
6. Post-Deployment Support and Optimization

After go-live, the consultant remains engaged to ensure continued value:

Monitoring KPIs such as resolution rates, user satisfaction, and cost savings.
Identifying opportunities for further automation, such as new use cases or channels (chat, voice, email).
Updating knowledge bases and retraining AI models as business needs evolve.
Offering ongoing support and troubleshooting for technical issues.
7. Stakeholder Communication and Reporting

Throughout the engagement, the consultant maintains clear communication with all stakeholders:

Providing regular project updates and status reports.
Documenting lessons learned, best practices, and risk mitigation strategies.
Facilitating feedback sessions to gauge satisfaction and uncover improvement areas.
Essential Skills and Qualifications