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Aisera, an artificial intelligence (AI)-driven predictive service experience platform for automated employee experiences (EX) and customer experiences (CX) is further developing its offerings.
The Aisera platform is designed to incorporate AI service desk, AI customer service and ticket AI with agent-assist for business-to-business (B2B) and business-to-consumer (B2C) organizations. Embedded with AI and machine learning, the Aisera platform aims to auto-resolve 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.
In addition to achieving year-over-year growth of over 300% and expanding its customer base to more than 75 million users, Aisera claims to have several new enterprise customers, including companies like Grant Thornton, Zoom, Workday, McAfee, Chegg and Carta to name a few.
Zoom has seen unprecedented growth, which created a need for AI and automation for its customer service to offer an enhanced user experience with accurate and timely service request resolutions, explained Nick Chong, head of global services and support. It is using Aisera to deliver automated case resolutions for billing, subscription management and technical support-related customer requests.
“What impressed us was Aisera’s unsupervised learning capabilities,” Chong said. “Also, we think about intent recognition as a foundational capability for support, and Aisera had the best intent recognition entity we could find.”
Using AI to automate processes during economic uncertainly
Against a backdrop of current economic uncertainty with market dynamics driven by inflation and high-interest rates — enterprises are turning to AI and automation capabilities not only to increase workforce efficiency, but also to and enhance customer loyalty and brand affinity, all while using fewer resources.
“AI has become necessary to support employees in today’s highly inflationary, wor …