Product: AI Service Management
Aisera launched AI Service Management (AISM), a cloud-native solution designed to help companies and employees automate tasks, actions and workflows. The technology suite combines artificial intelligence (AI), neurolinguistic programming (NLP), natural language understanding (NLU) and robotic process automation (RPA). Its AI Service Desk and AI Customer Service solutions are compatible with leading service desk systems, including Salesforce, ServiceNow, Atlassian and BMC, according to company representatives.
Muddu Sudhakar, CEO and co-founder of Aisera, said AISM enriches enterprises by facilitating unsupervised learning and communications across all channels. The platform's solutions enable organizations to automate repetitive tasks, which frees them to focus on business-critical issues. "Aisera works closely with partners to optimize the AI Service Desk and AI Customer Service," Sudhakar said. "We configure each solution according to partner preferences and requirements."
Aisera's AI Service Desk supports a variety of organizational departments, including IT, HR, facilities management, sales and operations. The solution uses conversational RPA to learn from users and automate repetitive inquiries. It can also escalate requests to humans when necessary. These capabilities help participating enterprises drive continuous process improvement and employee satisfaction.
Aisera's AI Customer Service helps contact centers, help desks and customer-facing departments deliver exceptional customer service. The platform, which can integrate with existing systems, is designed to learn from every customer interaction and touchpoint, using conversational AI and RPA to reduce waiting and resolution times, as well as increase customer satisfaction and net promoter scores.
Aisera's AISM platform is easy to implement and requires no preparation, training or data science, according to company representatives. Its scalable architecture and built-in skills, dashboards and reporting features are designed to improve communication, resolve issues and automate repetitive inquiries and tasks.
Aisera's AI Service Desk and AI Customer Service use pre-built intents and workflows, which are further customized for each partner organization, Sudhakar stated. Their native language skills help them solve complex problems across multiple channels, while leveraging supervised, unsupervised and combined human and machine learning to help companies improve accuracy as they grow and scale.
Each partner's learning style, knowledge and communication preferences are key factors in designing AI Service Desk and AI Customer Service solutions, Sudhakar stated, adding that some prefer email; others use web chat or Slack; these tools can seamlessly integrate with AISM's platforms.
"We ask partners how they want to learn on an ongoing basis," Sudhakar said. "Do they learn continuously from historical context or by observing help desk representatives? Can the AI transfer knowledge from one specific customer to another, or does it rely on aggregated data?"
Sudhakar further noted that AISM customized platforms understand and immediately react to incoming requests and comply with global privacy regulations, and the systems can integrate with IT environments, CRMs, ticketing systems and a range of cloud environments. They use conversational AI and advanced RPA to analyze and resolve issues, create audit trails and improve the customer experience.
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