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Awesome and reliable platform
What do you like best about the product?
Awesome customer service, always reliable and attentive to any feedback, constant support, and continuous follow-up.
Flexible Platform capable to evolve with the business and the customer needs.
User-friendly visibility to all metrics and customer entries.
Flexible Platform capable to evolve with the business and the customer needs.
User-friendly visibility to all metrics and customer entries.
What do you dislike about the product?
Some needs are still under review due to technical feasibility. e.g Language split by country.
What problems is the product solving and how is that benefiting you?
A reliable digital platform for our customers using self-help options.
Still validating volume deflection that has not been reflected with AI.
Still validating volume deflection that has not been reflected with AI.
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Aisera: Always reliable, kind and hardworking
What do you like best about the product?
I like the people first and foremost. I appreciate their dedication to their customers and their willingness to do whatever it takes for us to feel satisfied. They are strong communicators and are always providing helpful assistance and feedback.
What do you dislike about the product?
There is not too much that I dislike. With every customizable tool, there can be a strong dependency on our account manager to make changes. That said, Meshell is always available and highly responsive, so the impact is a positive one.
What problems is the product solving and how is that benefiting you?
The problem we are solving is the member's dependency on a live agent. This problem drives our volume and contact rate. Most customers want to self-cure and find quick and easy ways to resolve their concerns. AI allows us to, inch by inch, remove that dependency and give our customers a sense of self-empowerment.
Recommendations to others considering the product:
Know your product and your customer well
It was great experience. Quiet helpful and easy to use. Will recommend it for sure.
What do you like best about the product?
Its pretty helpful because of many features but there is one feature of contact with email integration and chat. Those are very helpful because customer service department is available for 24 hrs for help.
What do you dislike about the product?
Nothing much but few things are not understandable might be because of graph explanation. There might be a different method to explain it in a simplier.
What problems is the product solving and how is that benefiting you?
Its nothing mich. My experience was good.no complaints
Effective Platform
What do you like best about the product?
Aisera has done a great job simplifying the build-out and maintenance of guided flows. The reporting and dashboards provided although still in the work are very effective and better than others.
What do you dislike about the product?
Their continuous growth although great for all parties has also come with some challenges from a program and support perspective.
What problems is the product solving and how is that benefiting you?
Aisera has done a great job as the frontline to our members by providing effective guided flows and self-service education. Continuous learning from the tool has allowed us to improve resolution and deflection.
Recommendations to others considering the product:
Yes, it has been effective.
A service desk revolution.
What do you like best about the product?
Aisera allows enterprises the ability to reinvent their support infrastructure and deliver an excellent workforce experience.
What do you dislike about the product?
It's so effective that leadership has a difficult time believing it until they see the data.
What problems is the product solving and how is that benefiting you?
We are auto resolving 81% of all IT requests across a 10,000 user organization. It has allowed for several millions of dollars in cost savings in our first year.
Recommendations to others considering the product:
Get it now.
Great product
What do you like best about the product?
It is a great tool that helps with everyday tasks and gives you a single pane to accomplish all of your work rather than jumping through hoops.
What do you dislike about the product?
It needs additional functionalities and continues updating. I feel an update/upgrade takes so long, but it could be my organization's choice.
What problems is the product solving and how is that benefiting you?
It solves time to completion, or as we call it time to close. It gives us easy access to chats and pre-requisite questions to easily help clients.
Recommendations to others considering the product:
It gets the job done.
AI bots are not going away and if you aren't using one, you're behind the curve.
What do you like best about the product?
The visual-based flow construction makes building flows quite easy. The overall layout and functionality of the administration UI is well-conceived and self-guiding for the most part. The items that you most commonly used are easily accessible. Even when implementing over 100 unique flows, the organization is such that you can quickly view and edit things without becoming overwhelmed.
What do you dislike about the product?
Reporting. However, for companies with fewer flows covering less areas, this shouldn't be a consern. However, Aisera has been focusing on this aspect recently and continues to develop and roll out new and updated features regularly which has made reporting easier and more meaningful. Additionally, they have been very receptive to our feedback and incorporated many of our requests into feature releases.
What problems is the product solving and how is that benefiting you?
Knowledge delivery is our key objective. With thousands of KB articles and hundreds of product guides, getting the right document in front of a customer can be a challenge using the standard federated search. By guiding the customer to a potential solution, customers can be served a targeted solution with additional instructions specific to their issue. Additionally, if a solution cannot be found, instructions for data collection and testing can be provided, speeding up the service request initial collection and investigation phase.
Effective and Flexible Solution
What do you like best about the product?
The collaboration and partnership from the Aisera team are amazing. They are quick to respond when an issue is found and have helped us understand better how customers are searching and using our knowledge base.
What do you dislike about the product?
As the platform grows, there have been strides towards improving this but one area of improvement would be the availability of product documentation and release notes.
What problems is the product solving and how is that benefiting you?
AI Customer Service is the face and primary gateway for customer help and support through our chatbot. The volume we receive has helped us understand even better how customers search and use our knowledge base.
Layman's thoughts
What do you like best about the product?
Being able to automate repetitive task and giving the users the ability to help clients quickly.
What do you dislike about the product?
The initial phase of providing knowledge base articles and best actions before ticketing kicks in. It doesn't give our users a great UX when engaging/ creating a ticket.
What problems is the product solving and how is that benefiting you?
We are solving repetitive tasks being done by our top talent. It reduced the time it takes to resolve it means our resources can work on other things.
Recommendations to others considering the product:
This made our lives so much easier and it will help you too. You will see a massive difference.
High Performance Engine in a Rapidly Refining Chassis.
What do you like best about the product?
Powerful and robust NLP for the basis of the AI. The success team partnered with you is top notch and really dedicated to ensuring your success in using their platform. Very responsive and quick to address issues. The out of box dashboards are impressive in providing a quick snapshot view of operations in real-time or over set periods. Their development team can really seem to work magic based on user requirements.
What do you dislike about the product?
As a platform that is maturing there are still some standard features that feel missing or not yet out of the roadmap discussions. Much of the continued growth and maintenance of the platform continued to requires assistance from the AI Customer Service success team, meaning the client does not have as much control over making changes to address performance or user experience. Overall up-time and performance have been good, but alert notification infrastructure has still not fully matured yet.
What problems is the product solving and how is that benefiting you?
The platform has become the web gateway to our customers for self service. We've already seen steady growth in engagements/conversations and likely case deflection upwards of 40%. With the continued refinement of the AI NLP and feature roadmap, we are confident in being able to further deliver an excellent self service customer experience.
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