Company: Aisera, Palo Alto, CA
Nomination Submitted by: Lumina Communications
Company Description: Aisera offers the world’s first AI-driven service experience solution that automates operations and support for IT, sales, and customer service, making businesses and customers successful by offering consumer-like self-service resolutions to users. Aisera drives end-to-end automation of tasks, actions, and business processes.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Contact Center Solution – New
 Nomination Title: Aisera’s AI Customer Service
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the features, functions, benefits, and results to date of the nominated product or service, OR written answers to the questions? (Choose one):
Written answers to the questions
- Describe the features, functions, and benefits of the nominated product or service (up to 350 words):
Total 337 words used.
Aisera's AI Customer Service automates user requests for customer service, sales, marketing and commerce organizations. Aisera works with existing service cloud products such as Salesforce, SAP, Oracle, Zendesk and ServiceNow to deliver a revolutionary end-to-end service experience for users. Aisera's AI Customer Service improves Customer Satisfaction Scores (CSAT) and Net Promoter Scores (NPS) while drastically reducing support and operations costs.
Aisera’s AI Customer Service Chatbot works with the tools and systems businesses already use to deliver an exceptional customer experience through multilingual conversational intelligence and automation. It learns from every touchpoint and automates repetitive inquiries and workflows using Conversational AI & Automation. Helping customers with reduced wait times also empowers agents, who can now focus on issues that require real-time customer interactions.
Global cloud contact center and communications platform provider 8x8 worked with Aisera to propel AI-powered self-service to better serve more than a million business and contact center users worldwide. Leveraging the 8x8 Dynamic Integration Framework, the company integrated the 8x8 Contact Center with Aisera's Conversational AI Agent to deliver intelligent, immediate and real-time resolutions to customer inquiries.
Customers today expect businesses to deliver immediate, personalized support and services on whatever device and channel they prefer at any time. Powered by Unsupervised NLP and NLU, AI-driven Automation and Cloud technologies, Aisera offers consumer-like self-service that dramatically improves the user experience.
Aisera's unique AI Customer Service solution provides self-service to consumers with an Alexa-like natural language interface by using key capabilities such as Conversational AI and Conversational Automation, Conversational Interactive Voice Response (IVR) and seamless live agent hand-off.
Aisera’s ITSM solution easily integrates with over 400+ connections to ITSM tools, CRM, Alerting, Monitoring, and Chat Provisions. Its innovative no-code AI Service Experience is cloud-native—requiring no additional resources, prep-work, training, or data-cleansing. Aisera’s service catalog has 200+ pre-built workflows, and the versatile no-code workflow studio allows new ones to be built easily.
Before crisis strikes, the solution also predicts outages and sends orchestrated, proactive notifications of developing critical situations to DevOps teams and customers for preemptive customer service.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 102 words used.
We have provided links to Aisera’s website to support evidence of the AI Customer Service Platform featured capabilities. We have also linked the AI Customer Service Solution press release announcement to provide evidence of the product announcement in March 2021. The $90M funding announcement is also linked to provide further details about the investment. We have also provided links to the successful customer case studies on Aisera’s website featuring Zoom, McAfee, Snowflake, Reputation and Carta to provide evidence of the successful customer testimonials. Lastly, we provided a link to a third-party product review from G2 to show customer satisfaction of Aisera’s solutions.
- If you are nominating a brand-new product or service, state the date on which it was released. If you are nominating a new version of an existing product or service, state the date on which the update was released:
March 15, 2021
- Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):
Total 350 words used.
Aisera’s AI Customer Service Solution is part of its AI-powered Service Experience (AISX) platform, which helps automate the IT help desk and customer service operations through a single AI and automation platform.
Given the backdrop of economic uncertainty with market dynamics driven by inflation and high interest rates, enterprises have been turning to AI and automation capabilities to increase workforce efficiency, support increasingly human-centric workplaces and enhance customer loyalty and brand affinity – all with fewer resources. By improving employee and customer service experiences, Aisera drastically reduces costs and improves productivity while creating a pathway for boosting business operations, revenue and growth. As a result of its benefits, customer demand and market need, Aisera recently secured a $90M investment, and has over 80M users including several top F500 customers.
One successful customer case study with Zoom highlights the benefits of using Aisera’s AI Customer Service. During the COVID-19 pandemic, Zoom experienced a huge increase in the adoption of its software. Aisera’s solution helped Zoom efficiently scale support operations with self-service resolutions for users by automating complex to simple products, services, and troubleshooting. Aisera’s solution was able to resolve thousands of cases per month. Approximately 11,300 agent hours were saved, and the improved mean time to resolution increased by 65 percent. In addition, Zoom’s CSAT was improved by an astounding 85 percent. “Aisera’s AI Customer Service solution has been instrumental for Zoom’s customer service organization to deliver an exceptional user experience and improve overall customer satisfaction,” said Nick Chong, Head of Global Services & Support at Zoom.
Tech giants like McAfee and Snowflake are using Aisera and have seen an average auto-resolution rate of 70 percent or greater. Aisera's platform has more than tens of millions of users, providing an end-to-end AI Service Experience (AISX) cloud-native platform that unleashes a powerful customer experience system to improve productivity and reduce costs. Aisera’s solutions increase service team productivity, reduce costs, and improve overall employee and customer satisfaction. This is why Aisera’s Customer Service Solution has been trusted by a variety of companies to deliver only the best in customer service experience.
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