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Consistently Impressed - Great Support!
What do you like best about the product?
The support I receive from the teams has been great, specifically from our account manager Jaydeep. He has always shown a great attitude.
What do you dislike about the product?
I wish integration were more simple to manage. I think it should be easier to maintain connections between two large/popular systems.
What problems is the product solving and how is that benefiting you?
Support deflection and a better overall UX for customers.
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Start up with potential
What do you like best about the product?
I love the improvements made to the Analytics, where we dig into the Unresolve Conversations.
What do you dislike about the product?
There is a lack of automation and intelligence, making me spend more time than I want updating intents
What problems is the product solving and how is that benefiting you?
Aisera is working toward automating/scheduling a crawl to sync our knowledge content; ensuring customers are provided with accurate information
Requires work to maximize the benefit
What do you like best about the product?
Our contacts at Aisera are nice and helpful. The bot is also polished in its external appearance and has a lot of customizability in its settings. If we had the time and resources to build it out, I think it could be more useful.
What do you dislike about the product?
Reviewing requests and editing intents is not maintainable for us unless we have a dedicated team to review requests each week. The initial pitch involved intelligent AI that would analyze our tickets, our knowledge base, and our service catalog and could help recommend solutions to us within our ticketing system. However, those and other features either didn't come to fruition, took more than a year, or would take a lot of work on our end to get up and running.
What problems is the product solving and how is that benefiting you?
We are trying to intercept questions before they become tickets. A chatbot is a friendlier way for users to search our knowledge base. However, I don't believe that the chatbot has made a large difference. We have a low volume of use and a decent percentage of questions are not answered correctly or unanswerable through a chatbot.
A very good Conversation AI platform with a great visualization tool for the workflows
What do you like best about the product?
The thing I liked the most is the Visualization of the Knowledge and Action flows that we create. It is way ahead of anything that is currently available in the market
What do you dislike about the product?
More documentation on using the various features within Aisera would be beneficial. For instance, I have been asked by some business users on steps to set up a simple knowledge flow and to modify some minor text within the flow by themselves. But I couldn't share any tutorial or document that could help them get started.
What problems is the product solving and how is that benefiting you?
For now, we are using it to deflect the support requests by providing necessary info to the end user through self-service. Providing support to the users by crawling through KB is extremely useful as it get us going without much of setup time.
HIGH potential, still learning
What do you like best about the product?
1-Aisera does seem to have the capability to accomplish the level of accuracy offered by the tool, guaranteeing the satisfactory conversational experience expected by customers.
2-Aisera's human team is of great quality as people and highly knowledgeable of nowadays technologies and AI industry; Aisera's team is willing to listen to their customers and aim for satisfaction as long as its within their control; its very satisfactory to be able to have conversations at high technical levels with people with the right knowledge.
2-Aisera's human team is of great quality as people and highly knowledgeable of nowadays technologies and AI industry; Aisera's team is willing to listen to their customers and aim for satisfaction as long as its within their control; its very satisfactory to be able to have conversations at high technical levels with people with the right knowledge.
What do you dislike about the product?
These are not "dislikes" but areas for improvement
1- The level of effort to accomplish such accuracy is larger than pitched, the tool can be as specific and accurate as you are willing to create the right flows to guarantee accurate responses and these expectations need to be set more clear.
2- Its still considered a start up, a young company, therefore, as they gain new customers, with different needs and requests, they are still learning what they are missing and where they need to grow and dedicate more attention.
1- The level of effort to accomplish such accuracy is larger than pitched, the tool can be as specific and accurate as you are willing to create the right flows to guarantee accurate responses and these expectations need to be set more clear.
2- Its still considered a start up, a young company, therefore, as they gain new customers, with different needs and requests, they are still learning what they are missing and where they need to grow and dedicate more attention.
What problems is the product solving and how is that benefiting you?
Technical conversations with end user customers
Recommendations to others considering the product:
N/A
Easy to use
What do you like best about the product?
Use Interface and accessibility are the major plusses for the tool
What do you dislike about the product?
Being a Startup , The project management and the time to resolve or add a change/improvement/issue needs more work and attention from their side.
What problems is the product solving and how is that benefiting you?
We are using it for a chat bot to help self solve customers on their issues. The AI driven suggestions is the key benefit and the ability to create our own flows and navigations is very helpful
Recommendations to others considering the product:
AISERA is an amazing platform and have a great team to work with. Being a startup has its own shortcomings which can easily be ignored. Go for the product.
We have used the Aisera Conversational AI in our Support Assistant Technology
What do you like best about the product?
The ability to create knowledge flows quickly to react to security advisories and product updates
What do you dislike about the product?
Not enough documentation and clarity on how the admin UI works.
What problems is the product solving and how is that benefiting you?
We have been helping our customers with virtual assistant support for technical and non technical issues for their products.
Helpful for support case deflection
What do you like best about the product?
One of our favorite features is the Flow Analytics. Many of our common issues are resolved via workflows created, so having an easy view of what our users have selected the most on during the flow is great.
Working with the CSMs have been helpful to get our resolution rate increased
Working with the CSMs have been helpful to get our resolution rate increased
What do you dislike about the product?
The platform is quite technical to use. The initial setup was complex and there were hiccups, but the CSMs were very helpful to get things back in order and moving along. It's nice to feel that there is a whole team behind to help with our needs, however, it would be great if it was better to managing more functions on our own.
What problems is the product solving and how is that benefiting you?
Aisera has been helpful to deflect users from submitting support cases as their FAQs could be resolved through already created knowledge content. The created workflows have been great in guiding our users to be more specific in their inquiry, thus finding existing solutions to common issues. It has also helped us identify what areas/topics our knowledge content is missing to supplement and improve the experience for future users
Positive experience working with the Aisera ChatBot
What do you like best about the product?
The Aisera ChatBot provided a common location for all knowledge articles, links, and documentation for our company. The users could go to a single place to find common business questions.
What do you dislike about the product?
The tool's Admin Council is not as robust as it could be. Some manual processing outside the Admin Council was necessary to collect accurate data for our team.
What problems is the product solving and how is that benefiting you?
Addressing repetitive questions and repetitive tickets reduced support effort. The step by step workflows helped users understand required information needed to create tickets.
It is a great experience
What do you like best about the product?
AI Service Desk is very helpful in finding and resolving issues without waiting for an agent to get connected to us.
What do you dislike about the product?
At times the AI Service Desk disconnects and end the sessions and will have to start a new chat.
What problems is the product solving and how is that benefiting you?
We are able to solve so many issues which can be done by users directly reducing the call/chat/ticket volume for us.
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