Aisera

Palo Alto, CA

www.aisera.com

(650) 667 4308

Customer Service: Call center automation (CCA)

Enterprise applications: Human Resources support (HR), Interfacing with enterprise software (ES)

Analytics

Scope: Full

System: Hybrid

Summary

  • Aisera provides chatbots in support of enterprise IT, sales, and customer service, automating tasks, actions, and business processes.
  • The solution is hybrid, using software both in the cloud and on-premises.
  • Aisera says it is a strategic partner with AWS, Microsoft Azure, Google Cloud, ServiceNow, and Salesforce.
  • Aisera calls its approach an AI Service Management (AISM) solution, automating service desk resolutions through an all-in-one conversational platform, using natural language processing and Robotic Process Automation (RPA).
  • Aisera’s AI Service Desk resolves user support requests and AI Customer Service can interact with customers directly.
  • Aisera self-learns as it is used to improve conversational responses.
  • Analytic capabilities include detecting developing problems.

Delving Deeper

Aisera offers an AI-driven service experience solution that automates operations and support for IT, Sales and customer service using chatbots. The solution drives end-to-end automation of tasks, actions, and business processes. It provides a single automation interface spanning IT, HR, Facilities, Sales, Customer Service, and Operations. Aisera integrates with enterprise software and is a strategic partner with AWS, Microsoft Azure, Google Cloud, ServiceNow, and Salesforce.

Aisera’s AI Service Desk and AI Customer Service solutions are designed to improve service team productivity, reduce operations costs, and improve overall employee and customer satisfaction. Aisera continuously self-learns through contextual understanding of interactions using Conversational AI and RPA using unsupervised Natural Language Processing and semantic NLP for enhanced dialogue flow with users. The platform can deliver a personalized conversation experience to users in their preferred channel, whether Slack, MicrosoftTeams, Webchat, E-mail, or others.

Aisera can detect emerging patterns in real time to predict service outages. Aisera’s AIOps leverages advanced machine learning and NLP for proactive Major Incident prediction.