Aisera announced that it has significantly enhanced its CX solution after it became yet another company tapped by Zoom.
The firm has expanded the AISM platform to fortify CX products with comprehensive revenue acceleration, billing, subscriptions, customer support, and other business processes automation.
This expansion augments and improves the entire CX spectrum to deliver deeper intelligence and a vastly improved, automated user experience, yielding dramatically higher CSAT with greater productivity.
Aisera provided Zoom Video Communications the benefit of the world’s first proactive, personalized, and predictive AI Customer Service solution that interactively automates workflows for tech support, billing, and technical support requests. With Aisera, Zoom was able to reduce the customer effort in automating customer service & support functions by automating case resolutions across the Global Service and Support organization improving service delivery, productivity, and boosting customer experience.
Nick Chong, Head of Global, said: “Zoom saw unprecedented growth, which created a need for AI and automation for its customer service to offer a great user experience with accurate and timely service request resolutions.
“Zoom chose Aisera to deliver automated case resolutions for billing, subscription management, and technical support-related customer requests. Aisera’s AI Customer Service solution has empowered Zoom’s customer service organization to deliver an exceptional user experience and improve overall customer satisfaction.”
Zoom and other organizations have experienced growth challenges that hampered customer experience, on-time service delivery, and service costs mainly fueled by rapid growth and expansion of users and business during the pandemic.
Many organizations felt the impact of a deficit in AI and Automation for customer service and technical support. With Aisera’s solutions, businesses achieve an auto-resolution rate of 70% or greater and improve CSAT score to 85% or more.
Aisera was able to implement this disruptive broadening of its solution via its powerful, unique Conversational AI, Conversational RPA and TicketIQ capabilities that amplify customer intelligence and customer experience. The result is transformative improvement in the overall Customer Experience, CSAT, delivering exceptional productivity gains and cost savings.
Aisera founder and CEO Muddu Sudhakar, added: “We’re very excited to work, partner and continue the journey with customers like Zoom. Aisera is continuously investing in people, product and technology. We want to help organizations to strengthen their Customer Intelligence and Customer Service functions to gain greater value and insights leveraging AI and Automation.
“We’re thrilled to provide scalable and high-performance AI-powered Customer Experience and Customer services to help users resolve service requests and troubleshoot technical and product issues. Our goal is to enable businesses to offer concierge-level capabilities and expedite customer resolutions promptly, autonomously, and seamlessly.”
Propelled by Conversational AI, Conversational RPA, and TicketIQ, Aisera auto-resolves tasks, actions, and workflows for Customer Service, Sales, Marketing, and Operations. It works with existing customer service products (Salesforce, Zendesk, ServiceNow, Microsoft, SAP) and knowledge bases to deliver users a superior end-to-end experience. Aisera’s AI technology enables unsupervised learning and a rich dialogue flow across the omnichannel. This empowers users to self-resolve their issues immediately, permitting support and operations teams to focus on business-critical initiatives.
