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Their bot enables our users, their team enables us!
What do you like best about the product?
The admin console is easy to use! I've been able to jump right into viewing dashboards, viewing unresolved conversations, creating intents, and more. Being able to do this myself has saved a lot of time and resources, for both Aisera and Chegg.
What do you dislike about the product?
The bot is very admin- and technician-friendly, but could be a bit more user-friendly. Like if the bot is integrated into ServiceNow, which knows if a user has a Mac or a PC, why would the bot ask the user to choose between Mac or PC password reset articles? (Maybe this is a problem with Chegg's integration or ServiceNow's abilities; apologies if so.)
What problems is the product solving and how is that benefiting you?
After about a year of reviewing unresolved conversations, we were starting to wish the bot's AI would improve a bit more. Then, Aisera tells us we're about to receive an AI upgrade! Perfect timing, and exactly what we needed. They offered without us even having to ask.
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Aisera is surpassed our expectations!
What do you like best about the product?
We chose Aisera because they can directly integrate with our backend and create workflows that we currently have to do manually. Our main goal is ticket deflection, and to make that work, we require both knowledge-based search and backend integration. Aisera's team has been extremely helpful and a joy to work with. We initially thought launching a chatbot would be a heavy lift for our team. However, we are happy to say that the team at Aisera has worked with us weekly from the very beginning to make this process as smooth as possible. They have been very helpful and attentive to our needs throughout. Kudos to Vasudha and Balaji for that!
What do you dislike about the product?
Not much to add here! My only comment is that adding intents to new help center articles could/should be a bit easier. While I do understand we have a niche product, setting up the intents required a lot of testing between both of our teams. This is something I brought up to the team and we will work on together.
What problems is the product solving and how is that benefiting you?
Ticket deflection: helps us provide a more self-serve experience to our users while allowing our team to focus time and energy on less manual tasks and more complex situations.
The Front line of a revolutionary product.
What do you like best about the product?
As an IT architect, it's my primary role to seek out newer and better solutions for customers. Aiserra's product is a top-tier solution with limitless possibilities.
What do you dislike about the product?
Nothing. Reviewed Demo, Spoke Directly with an SME, and asked all the Hardball questions. Found no issues and see the potential behind this product and its Team.
What problems is the product solving and how is that benefiting you?
N/A
Making big moves
What do you like best about the product?
Aisera has an excellent support team. Quite simply they are there when you need them.
What do you dislike about the product?
I can't think of any downside to a team that works with you and for you.
What problems is the product solving and how is that benefiting you?
Aisera helps us to support to our customers while giving our own staff the ability to focus on our growing company. Aisera staff and our support staff can address concerns that develop, immediately to close gaps in processing and expansion.
Moving forward
What do you like best about the product?
The technology is really interesting and now that we have an established team from Aisera, there has been a lot of open communication in terms of matching our needs and expectations.
What do you dislike about the product?
The beginning communication was very choppy and inconsistent. It seems that the company is going through a transition in size and their people are working on several things at once and are potentially overburdened.
What problems is the product solving and how is that benefiting you?
Handling time and knowledge transfer improvements between our agents and customers. Improving the speed at which customers are receiving support online. Improving the experience for our agents in finding accurate information.
Very willing to work with you to get it just right.
What do you like best about the product?
They have been very helpful and willing to work out any issues or problems we may experience.
What do you dislike about the product?
Still a newer company and is still learning some things as they go.
What problems is the product solving and how is that benefiting you?
Their conversational Chat bot allows us to reduce the number of IT Support tickets and still resolve many user requests.
Snap IT Bot
What do you like best about the product?
I like to see that our work is in production and the company has been able to use it, this work is going to help us a lot in dealing with user issues.
What do you dislike about the product?
It annoys me that we cannot solve everything that is requested of us through our work, but there are some things that are out of our hands.
What problems is the product solving and how is that benefiting you?
Aiera is solving workflow problems for us in a very efficient way
Easy setup, great service, and the Product works as advertised.
What do you like best about the product?
The support team at Aisera is extremely responsive, the onboarding was a breeze, and the product simply works.
What do you dislike about the product?
nothing, totally satisfied with the product.
What problems is the product solving and how is that benefiting you?
Aisera lets us intelligently provide self-serve support to our customers. We have seen high deflection rates and are able to quickly identify knowledge gaps. This alleviates pressures on support agents, drives down costs, and still allows us to provide a high quality support experience.
Recommendations to others considering the product:
If you are looking for a great product with a highly motivated support team, look no further!
Very impressed with the quality of work and delivery of the Aisera team!
What do you like best about the product?
The constant communication of the Aisera team with the business
The quality of the work
The prompt response to issues and or questions that arise
The quality of the work
The prompt response to issues and or questions that arise
What do you dislike about the product?
So far I have not seen any downsides to using Aisera
What problems is the product solving and how is that benefiting you?
The chatbot integration with the website means more customers get answers to the issues or questions they have about their products
Support Chatbot
What do you like best about the product?
Aisera has been great to work with, they are very accommodating, attentive and do very well with collaboration.
What do you dislike about the product?
Would like a more organized format for projects that need to be completed so both sides know where the progress is and what needs to be completed.
Need better organization around project timelines and commitments for changes.
Need better organization around project timelines and commitments for changes.
What problems is the product solving and how is that benefiting you?
Deflection, metrics and getting our content where it needs to be. Recently Translation has been brought to the table.
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