AI Capabilities
Avikto has Avia AI which offers a comprehensive range of integrated features designed to streamline case management and related workflows. Below is a summary of the Avia AI's capabilities and limitations.
Key Capabilities
Avia AI features focus on case handling, collaboration, and automation, which include:
Case Management
- Create and manage cases consistently using templates.
- Assign and organize cases in queues.
- Track case history, attach documents, add notes, and link cases to contacts.
Projects
- Separate workstreams with standalone cases, dashboards, and access controls.
Queues and Board Views
- Visualize case status using queues (e.g., triage).
- Use a Kanban board for streamlined management.
Templates
- Create standardized forms for capturing consistent data.
- Build templates manually or use AI assistance for generation.
Workflow Automation
- Configure rules to automate routine tasks (e.g., escalations, notifications).
- Use Avia AI inside the Automation Builder to describe a flow in plain language and have it generated automatically.
Calendar and Scheduling
- Manage SLAs and deadlines with global and case-specific calendars.
Chat and Collaboration
- Internal case-linked messaging with notifications.
Contacts (CRM)
- Manage a customer directory linked to cases.
Dashboards and Reports
- Visualize KPIs, generate analytics, and schedule detailed reports.
Notifications
- Stay updated with in-app, email, or SMS alerts.
Integrations
- Connect with tools like Microsoft Teams, Slack, and API-based integrations.
Search
- Global and filtered search for all entities.
Security and Access Control
- Secure data with roles, permissions, audit logs, and two-factor authentication.
Customization Options
- Themes, time zones, and personal preferences like notification settings.
AI-Assisted Editing: Preview, Edit, and Accept
Avia AI is embedded directly inside the builder interfaces for Automations, Reports, Templates, and Dashboards. Rather than replacing your workflow, it proposes changes that you review and control before anything is applied.
How It Works
When you use Avia AI in any of these areas, it follows a consistent three-step pattern:
- Describe your intent — Type what you want in plain language (e.g., "Add a section for supplement fields" or "Build an automation that escalates high-priority cases")
- Preview the suggestion — Avia AI generates a versioned preview of the proposed change. You can see exactly what will be added, modified, or removed before committing
- Accept or Edit — Click Accept to apply the suggestion as-is, or click Edit to make manual adjustments before saving
Where It Appears
| Area | What Avia AI Can Do |
|---|---|
| Automations | Generate trigger-action flows from a plain-language description |
| Templates | Add or restructure sections and fields; update titles and field types |
| Reports | Suggest report configurations, filters, and layout changes |
| Dashboards | Propose widget additions or layout adjustments |
Preview Versions
Each AI-generated suggestion creates a preview version (e.g., "Preview v7") that is separate from your published content. You can review the preview, compare it to the current version, and decide whether to accept or discard it — your live content is never changed until you explicitly accept.
Tip: Use the AI to build a first draft quickly, then switch to manual editing to fine-tune the details. The two modes work side by side in the same builder.
AI Response Feedback
After Avia AI generates a response or suggestion, you can rate it to help improve the quality of future suggestions.
Submitting Feedback
Each AI-generated response includes a feedback prompt at the bottom. To submit feedback:
- Review the AI-generated response
- Click thumbs up if the response was helpful, or thumbs down if it missed the mark
- Optionally, add a short comment to explain what was good or what could be improved
- Click Submit
Your feedback is sent to the system to refine the AI model over time.
Why It Matters
| Feedback Type | Impact |
|---|---|
| Thumbs up | Reinforces patterns that produced useful output |
| Thumbs down | Flags responses for review so similar errors are reduced |
| Written comment | Provides specific context that helps fine-tune suggestions for your team's use case |
Feedback is anonymous by default and is used only for model improvement — it does not alter any case, template, or automation directly.
Limitations
Certain areas where Avia AI's functionalities are not supported:
- Direct messaging/chat outside the case scope — no standalone conversations.
- API integration and key generation — these must be configured manually in Avikto's settings.
- Changing report visibility once it is set during report creation.
- Updates or deletions of tags and interaction notes — management is limited to creation.
Learn More
For detailed insights, refer to the Key Features documentation.
Start right here: Help → Documentation