Highlights –

  • Aisera employs conversational AI, knowledge graph-based NLU (Natural Language Understanding), automation solutions, and behavior analysis to deliver user intelligence, behavior analysis, and a safe, enterprise-grade AI experience.
  • It claims that customers will have EX and CX improvements of up to 85%, and support expenses for tools, licenses, and resources will be reduced by at least 70%.

Aisera, an Artificial Intelligence (AI)-driven predictive service experience platform for automated Employee Experiences (EX) and Customer Experiences (CX), announced the development of more offerings.

Business-to-Business (B2B) and Business-to-Consumer (B2C) enterprises can use the AI service desk, AI customer support, and ticket AI with agent assistance provided by the Aisera platform. The platform, which incorporates AI and Machine Learning (ML), promises to automate tasks, actions, and processes for IT, HR, customer care, sales, and operations. Enterprise applications like ServiceNow, Salesforce, Oracle, Zendesk, Workday, Adobe, Atlassian, and BMC can also be integrated.

Aisera claims to have several new enterprise customers, including firms like Grant Thornton, Zoom, Workday, McAfee, Chegg, and Carta, to name a few, in addition to growing its customer base by more than 300% year over year and reaching more than 75 million people.

According to Nick Chong, head of global services and support, Zoom has experienced unprecedented expansion, which necessitated the use of AI and automation for its customer service to provide an improved user experience with precise and prompt service request replies. It is using Aisera to offer automated case responses for customer demands relating to billing, subscription management, and technical assistance.

He said, “What impressed us was Aisera’s unsupervised learning capabilities. Also, we think about intent recognition as a foundational capability for support, and Aisera had the best intent recognition entity we could find.”

Automating processes using AI during economic uncertainty

In the event of current economic uncertainty with market dynamics driven by inflation and high-interest rates, enterprises are turning to AI and automation capabilities. This is to increase workforce efficiency and enhance customer loyalty and brand affinity, all while using fewer resources.

Muddu Sudhakar, founder and CEO of Aisera, said, “AI has become necessary to support employees in today’s highly inflationary, work-from-anywhere environment and customers who expect to get the help they need expeditiously. Advances in conversational AI deliver better experiences than traditional support solutions like legacy ITSM [Information Technology Service Management] and customer support providers.”

The ITSM market is susceptible to change

According to Sudhakar, Goldman Sachs and Thoma Bravo recently invested USD 90 million in the company for capital expansion, enabling it to offer users across business lines and industries support experiences free from human lag, error, or disruption. The platform intends to assist businesses in resolving problems, promoting activation, and quickly accessing vital intelligence sources.

Christine Kang, a principle at Thoma Bravo, said, “With a laser focus on delivering exceptional employee and customer experiences through its cloud-native AI Service Experience products and solutions, Aisera is a trusted partner to global enterprises looking to streamline support workflows.”

Even as ITSM has transformed how businesses provide services to their clients and staff, these services have been commoditized and are frequently constrained by human interaction, according to David Campbell, managing director at Goldman Sachs.

“The market is ripe for disruption, and we invested in Aisera because we believe it is one of the only companies in this space poised to deliver end-to-end experiences that align with the needs of modern users,” he said.

Aisera employs knowledge-based conversational AI, unsupervised Natural Language Understanding (NLU), automation solutions, and behavior analysis to deliver user intelligence, behavior analysis, and a safe, enterprise-grade AI experience. It claims that customers will have EX and CX improvements of up to 85%, and support expenses for tools, licenses, and resources will be reduced by at least 70%.

The firm is in a race with the likes of ServiceNow and Zendesk but also collaborates with them in some way or the other through its platform integration, as well as AWS, Microsoft, Salesforce, Atlassian and Cisco.