With AI, Aisera hopes to enhance the employee and customer experience (CX) in the company

With AI, Aisera hopes to enhance the employee and customer experience (CX) in the company ...

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 complement business-to-business (B2B) and business-to-consumer (B2C) environments by integrating AI service desk, AI customer service, and ticket AI with agent-assist. tasks, actions, and workflows for IT, HR, customer service, sales, and operations. Workday, Adobe, Atlassian, and BMC are some of the most well-known enterprise applications.

Aisera claims to have expanded its customer base to more than 75 million users in a year over year. Grant Thornton, Zoom, Workday, McAfee, Chegg, and Carta are just a few of the new enterprise customers.

Zoom's growth has been unprecedented, and the company is using AI and automation for its customer service to provide an enhanced user experience with precise and timely service request resolutions, according to Nick Chong, the head of global services and support. It is using Aisera to automate case resolutions for billing, subscription management, and technical support-related customer requests.

Chong said Aisera's unsupervised learning capabilities were what enthused us. We consider intent recognition as a foundational capability for support, and Aisera had the finest intent recognition entity we could find.

During uncertain economic times, using artificial intelligence (AI) to automate processes

Enterprises are turning to artificial intelligence and automation not only to enhance employee productivity, but also to increase customer loyalty and brand affinity, all while using less resources.

Conversational AI has become indispensable in today's highly competitive work-from-anywhere environment, as well as customers who expect to get the help they need swiftly, according to Muddu Sudhakar, the founder and CEO of Aisera. Traditional ITSM [information technology service management] and customer support services are no longer available.

The ITSM market is ripe for disruption.

Sudhakar said the firm's recent investment of $90 million in growth capital from Goldman Sachs and Thoma Bravo will enable it to provide users from all sectors of business and industries with 24/7 support services without human latency, error, or disruption. The platform aims to assist enterprises resolve issues, accelerate activation, and tap critical intelligence sources in minutes.

Christine Kang, a partner at Thoma Bravo, has a focus on delivering exceptional employee and customer experiences with cloud-native AI Service Experience products and solutions.

According to Goldman Sachs' managing director, ITSM has revolutionized how organizations deliver services to their customers and employees. These services have been commoditized and have often been hampered by human intervention.

We invested in Aisera because we believe it is one of the few companies in this industry that is capable of providing end-to-end experiences that meet the demands of modern users, according to him.

Aisera's unsupervised natural language understanding (NLU) and knowledge graph-based conversational AI and automation solutions serve as user intelligence, behavior analysis, and a secure, enterprise-grade AI experience. It claims that customers will see up to 85% improvement in EX and CX and reduce support costs by 70% or more.

The company competes with the likes of ServiceNow and Zendesk, but also partners with them in several ways through its platform integration, as well as AWS, Microsoft, Salesforce, Atlassian, and Cisco.

True Ventures, Menlo Ventures, Norwest Venture Partners, Icon Ventures, Khosla Ventures, First Round Capital, Maynard Webb (Webb Investment Network WIN) and Ram Shriram (Sherpalo Ventures) are among the investors who have participated in the latest round of funding.

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