Aisera aims to improve employee and customer experience (CX) with AI

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Aisera, an artificial intelligence (AI)-based predictive service experience platform for automated employee (EX) experiences and customer experiences (CX), continues to expand its offerings.

The Aisera platform is designed to integrate AI service desk, AI customer service and ticket AI with agent assistance for business-to-business (B2B) and business-to-consumer (B2C) organizations . Integrated with AI and machine learning, the Aisera platform aims to automatically solve tasks, actions and workflows for IT, HR, customer service, sales and operations. It integrates with enterprise applications such as ServiceNow, Salesforce, Oracle, Zendesk, Workday, Adobe, Atlassian, and BMC.

As well as achieving over 300% annual growth and expanding its customer base to over 75 million users, Aisera says it has several new enterprise customers, including companies such as Grant Thornton, Zoom , Workday, McAfee, Chegg and Carta to name a few.

Zoom has experienced unprecedented growth, which has created a need for AI and automation for its customer service to deliver an enhanced user experience with accurate and timely resolutions of service requests, Nick explained. Chong, Head of Global Services and Support. It uses Aisera to provide automated case resolutions for billing, subscription management, and customer inquiries related to technical support.

"What impressed us were Aisera's unsupervised learning capabilities," Chong said. "Additionally, we consider intent recognition to be a fundamental assistive capability, and Aisera had the best intent recognition entity we could find."

Using AI to automate processes in times of economic uncertainty

Amid current economic uncertainty with market dynamics driven by inflation and high interest rates, companies are turning to AI and automation capabilities not only to increase efficiency labor, but also to build customer loyalty and brand affinity, while using fewer resources.

"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 quickly," Muddu said. Sudhakar, founder and CEO of Aisera. "Advances in conversational AI deliver better experiences than traditional helpdesk solutions like ITSM [information technology service management] and customer support providers."

The ITSM market is ripe for disruption

The recent injection of $90 million in growth capital from Goldman Sachs and Thoma Bravo will enable the company to provide users across all industries and sectors with experiences of support without human latency, error or interruption, Sudhakar said. The platform aims to help businesses solve problems, drive activation, and tap into critical intelligence sources in minutes.

“With a focus on delivering exceptional employee and customer experiences through its cloud-native AI service experience products and solutions, Aisera is a trusted partner for global enterprises that seek to streamline support workflows,” said Christine Kang, Partner at Thoma Bravo. .

While ITSM has revolutionized the way organizations provide services to their customers and employees, those services have become commoditized and often crippled by human intervention, noted David Campbell, CEO of Goldman Sachs .

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

Aisera uses unsupervised natural language understanding (NLU), conversational AI based on knowledge graphs and automation solutions to provide user insights, behavior analysis and...