CIO Bulletin

Aisera — Delivering Exceptional AI Service for IT and other connected services

Enterprise Service Management is an extension of IT Service Management principles that enable better service delivery for business teams like Human Resources (HR), legal, facilities, marketing, and finance. As automation takes care of recurring and monotonous tasks, employees can focus their attention on core business processes and revenue-generating activities. Automating business processes allow enterprises to achieve more results with fewer efforts.

Aisera is a company that 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 providing consumer-like self-service resolutions to users. Aisera fastens the digital transformation journey with user and service behavioral intelligence that drives end-to-end automation of tasks, actions, and business processes. The company is a top-tier, VC-funded startup headquartered in Palo Alto, Calif., and a strategic partner with AWS, Microsoft Azure, Google Cloud, ServiceNow, and Salesforce.

Aisera is the industry's first out-of-the-box AI Service Management (AISM) solution, automating service desk resolutions through an all-in-one conversational platform. By leveraging advanced Conversational AI (or Virtual Assistant) and Conversational RPA, Aisera provides a single, scalable AI platform spanning IT, HR, Facilities, Sales, Customer Service, and Operations. Organizations can now deliver a personalized omnichannel service experience to both employees and customers with greater self-service resolutions. Aisera's AI Service Desk and AI, Customer Service solutions improve service team productivity, reduces operations costs, and improves overall employee and customer satisfaction.

AISM Architecture

Aisera continuously self-learns to autonomously resolve issues through a world-class, contextual understanding of interactions using Conversational AI and RPA. With reinforcement learning at every step of each engagement, Aisera couples user and service behavioral intelligence with supervised and unsupervised NLP, semantic NLU, and NLG for enhanced dialogue flow with users. Aisera's reinforcement learning vastly improves both the employee and customer experience, which adds up to an exceptional AI Service Experience across the enterprise.

Key Capabilities

Aisera's innovative no-code AI Service Experience is cloud-native—requiring no additional resources, prep-work, training, or data cleansing.

Leading Conversational RPA Platform: It lets you improve employee productivity with Aisera's service catalog of 1200+ pre-built workflows. Plus, you can build new ones easily with its versatile no-code workflow studio.

Advanced Conversational AI: It offers your users a consumer-like experience with Aisera's intent library. It's purpose-built for IT, HR, Facilities, Sales Operations, and Customer Service.

Omnichannel Conversational Experience: With Aisera, you can deliver a personalized conversation experience to your users in their preferred channel of choice, whether Slack, MicrosoftTeams, Webchat, E-mail, etc.

Powered by Advanced AI: Aisera provides you a flexible, industry-leading, and practical AI approach, which you can leverage for supervised, unsupervised, and human-in-the-loop AI learning methodologies.

Built-in Integrations & Analytics: It helps you save deployment time with integration to 400+ enterprise systems, applications, and services. Out-of-the-box reports and dashboards offer complete visibility, including auto-resolution metrics and the ability to discover the most requested knowledge articles.

AI Service Desk

Aisera helps you deliver an exceptional employee experience with AI Service Desk. Purpose-built for employees, Aisera's AI Service Desk plugs right into the help desk tools and ticketing systems you already use. It learns from every touchpoint while automating repetitive inquiries and workflows with Conversational RPA. Aisera also provides the capability to transfer conversations seamlessly to a human agent when required.

Aisera's cloud-native solution combines purpose-built AI, advanced NLP, and NLU to deliver a world-class employee experience. Its AI Service Desk comes with pre-built intents and workflows to completely automate the resolution of service desk issues.

AI Customer Service

Aisera's AI Customer Service plugs right into the tools and systems you already use to deliver an exceptional customer experience through conversational intelligence and automation. It learns from every touchpoint and automates repetitive inquiries and workflows using Conversational AI and RPA. Helping customers help themselves also empowers agents, who can now focus on issues that require a human touch.

By augmenting human intelligence, AI Customer Service helps your organization nurture and satisfy customers who then purchase more, stay around longer, and tell the world how they value you. Aisera's AI Customer Service solution auto-resolves customer requests instantly to improve customer experience dramatically.

Conversational AI

Aisera's Conversational AI solution proactively resolves customer and employee service requests. With an enterprise-wide, contextual AI-driven conversational virtual assistant, you can provide users with personalized and effective conversational experiences with immediate self-service resolutions across full voice, chat, and text support. Aisera's Conversational AI delivers autonomous and adaptive support for employee and customer requests. Using both unsupervised and supervised Conversational AI, Aisera automatically resolves user issues before reaching the Service Desk.

With an increasing demand for AI-powered support services, omnichannel deployment, and reducing chatbot development costs, Aisera's Conversational AI provides intuitive, natural language engagement with supervised and unsupervised NLP, NLU, and NLG.

Conversational RPA

Aisera's conversational experiences and intelligent automation lets you streamline tasks, processes, and workflows at the front and back office easily. Its Conversational RPA quickly and accurately resolves user requests autonomously using dynamic knowledge graphs, personalization services, and proprietary NLP/NLU/NLG algorithms. By automating complex workflows end-to-end, Conversational RPA saves precious time for both your employees and your agents.

Aisera propels user productivity and improves the service experience dramatically, automating tasks and actions with Conversational RPA. With full integration to 3rd-party workflows, Aisera auto-generates conversations and the fulfillment of single and multi-domain digitized workflows from start to finish.

Meet the CEO

Muddu Sudhakar is the Co-Founder and CEO of Aisera. He has deep product, technology, and GTM experience plus knowledge on enterprise markets including Cloud, SaaS, A1/Machine learning, IoT, Cyber Security, Big Data, Storage, and chip/Semiconductors. Muddu brings strong operating experience with startups as CEO (Caspida, Cetas, Kazeon, Sanera, Rio Design) and in public companies such as SVP & GM role at ServiceNow, Splunk, VMware, and EMC. Sudhakar holds a Ph.D. and MS in Computer Science from the University of California, Los Angeles, and a BS in Electronics & Communications Engineering from the Indian Institute of Technology, Madras. He is widely published in industry journals and conference proceedings and owns more than 40 patents.