AI service management platform Aisera has announced the general availability of Ticket AI, a solution that helps companies automate and scale support organisations using existing ticketing systems.
Aisera says its ticketing solution improves CSAT and NPS, reduces churn and increases agent productivity.
Aisera co-founder and CEO, Muddu Sudhakar said:
“This platform raises agent productivity while improving the user experience substantially, as service agents use Aisera’s Ticket AI to automate customer workflows, service desk workflows and auto-triage tickets and cases for improved CX where the human touch is needed.”
Ticket AI’s capabilities help agents by recommending similar tickets or cases, knowledge articles, and next-best actions. The solution also analyses live agent conversations and based on them reduces manual service agent processes.
Ticket AI’s out-of-the-box capabilities include:
- Auto-Resolution
- Agent-Assist
- Auto-Triage
- Automated & Continuous AI Learning
- Real-time Reinforcement Learning
- Multilingual Omnichannel Support
- Agent Coaching & Predictive Performance Dashboards
The company says the ticketing solution seamlessly integrates with platforms like Salesforce, ServiceNow, Zendesk, Jira, as well as Zoom, WebEx, G Suite, Office 365, Adobe and others. Ticket AI combines AI service desk and AI customer service with conversational AI and NLP to serve as a sophisticated virtual assistant.
Commenting on the partnership between Aisera and the video communications giant, Nick Chong, Head of Global Services & Support, Zoom, 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 to partner with Aisera to deliver automated case resolutions for billing, subscription management, and technical support-related customer requests. 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.”
