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Our experience with Aisera was very positive and insightful!
What do you like best about the product?
The team was very thorough and pleasant to work with!
What do you dislike about the product?
Nothing to dislike. I think in the end, we felt we weren't ready to implement. We have a very unique customer base and need to gain more knowledge on the best way to approach them first.
What problems is the product solving and how is that benefiting you?
Ended up not moving forward with the project but the intent was to install a chat bot across our many ecom stores.
Recommendations to others considering the product:
Great option for automated customer service!
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Building the intelligent ServiceDesk
What do you like best about the product?
2 main parts really make the difference when combining AISera with ServiceNow :
1. The IQ and chatbot that helps agents with providing the correct categories and sub-categories while guiding the end-users with the creation of a ticker or finding the correct information
2. The powerful analytics reporting and the capability to get deep insights on how the AI is trained.
Both combined make ServiceNow a lot more easier and fun to use.
1. The IQ and chatbot that helps agents with providing the correct categories and sub-categories while guiding the end-users with the creation of a ticker or finding the correct information
2. The powerful analytics reporting and the capability to get deep insights on how the AI is trained.
Both combined make ServiceNow a lot more easier and fun to use.
What do you dislike about the product?
There is not that much to dislike, the onboarding of the chatbot and AI is fast and straight forward. The use of the analytics is something you quickly get used to and provides you with a lot of rich data you can use to take decissions.
What problems is the product solving and how is that benefiting you?
The major problem is the miss categorization of the ticket in ServiceNow by agents that have to do this manually and do not understand what the issue is all about. By having the chatbot and Intelligent routing take over the job, the tickets are automatically routed to the correct support groups. The intelligent routing plays a very important role learning form past issues, suggesting but still providing enough flexibility for an agent to intervene manually.
Engaging self-service solution for our customers
What do you like best about the product?
The ability to easily fine tune the AI model using an intuitive and flexible user interface is one of the things that impresses me most with AI Service Desk.
What do you dislike about the product?
Getting AI Service Desk to where we wanted it maybe took slightly longer that I had anticipated. However, the time and effort put in has resulted in the superior experience that we knew we wanted for our customers.
What problems is the product solving and how is that benefiting you?
As a company, we've been focused on delivering self-help tools to our customers for many years, and Aisera has accelerated our progress on this regard. AI Service Desk saves us both time and money by enabling customers to easily find solutions, while freeing up our support agents for more complex issues.
Recommendations to others considering the product:
1) Take full advantage of the knowledge and expertise of your account manager.
2) Ensure that you test the system with "real world" inputs that your customers would use. It's very easy to use your own, internal terminology during testing. But this might not provide optimal training for the model if your customers use different terms.
2) Ensure that you test the system with "real world" inputs that your customers would use. It's very easy to use your own, internal terminology during testing. But this might not provide optimal training for the model if your customers use different terms.
Aisera delivers on both promise of effective AI solution, dedication to partnership for success
What do you like best about the product?
Aisera is young and has a still-developing platform that somehow manages to deliver pretty amazing results form the jump.
What really makes working with Aisera enjoyable and boosts the performance of their product as it continues to mature is the effort and availability they dedicate to collaborative partnership. The Aisera team is intimately familiar with our use case, our objectives, our systems, and our team -- primary and secondary stakeholders, product managers, and development engineers on BOTH sides. The level of engagement we enjoy with Aisera allows us to not only leverage the platform to the extent of its capabilities, as well as be creative designing the user experience and 8x8-specific functionality, but also move fast on delivering while staying in close sync. They are great partners and great people, and even (rare) difficult conversations are had with ease, openness, and understanding.
What really makes working with Aisera enjoyable and boosts the performance of their product as it continues to mature is the effort and availability they dedicate to collaborative partnership. The Aisera team is intimately familiar with our use case, our objectives, our systems, and our team -- primary and secondary stakeholders, product managers, and development engineers on BOTH sides. The level of engagement we enjoy with Aisera allows us to not only leverage the platform to the extent of its capabilities, as well as be creative designing the user experience and 8x8-specific functionality, but also move fast on delivering while staying in close sync. They are great partners and great people, and even (rare) difficult conversations are had with ease, openness, and understanding.
What do you dislike about the product?
Though developing rapidly, the platform is still young and there is a lot of work to be done to catch up with OOB features and configurability you might already see as standard in other enterprise conversational AI solutions. In particular, administrative roles and controls, as well as better casual intent filtering in conversation performance reporting, need continued work to achieve ideal manageability. They are close to reaching that next level of administrative sophistication, but not quite there yet.
What problems is the product solving and how is that benefiting you?
We are working on making sure the knowledge content we work very hard to produce and refine via the KCS methodology is leveraged to the maximum extent possible and make answers immediately and easily available to our customers. We are also working to reshape our incoming support traffic towards our web and chat channels and away from the phone for both customer and internal efficiency gains. Almost out of the gate, Aisera's solution was resolving questions at a 40% clip. These days, we are cresting 50% resolution to go along with in-experience hand-offs to live support via chat, web case, and callback requests as needed. Having developed a complete person for our bot (Otto), we have literally made the Aisera AI Service Desk the face of and primary gateway to customer help and support.
Recommendations to others considering the product:
Know and be clear about the objectives you want to achieve, and realistic about the approach that will require (whether all at once on go-live, or phased into the experience). Understand clearly what constitutes a feature request that will be part of the product roadmap and custom development services, and which is sufficient to your needs. Be available (because Aisera is always ready to engage) and have data to share to drive the AI forward. And understand that AI does not work perfectly or improve out of thin air. Especially if your customer base, content set and/or product suite have complexity and nuance, a lot of initial and continuous refinement will be necessary to get the best results. Set appropriate expectations. And make sure key x-functional collaborators on both sides are introduced early in the process.
Collaborative partner to enhance our digital experience
What do you like best about the product?
Constant partnership and willingness to collaborate on solutions and feature sets. Their wiliness and committing resources to constantly evolve and innovate.
What do you dislike about the product?
Would like to see support for more languages out side of the top 5.
What problems is the product solving and how is that benefiting you?
Delivering what many customers want in self help/self resolve. Allowing our customer to get to their solutions quickly and efficiently. We have seen an increase in customer experience and a drastic increase in our self solve rate.
Recommendations to others considering the product:
Great entry product in to AI/Machine learning, easy on boarding and deployment.
Customer focused with an aim to deliver incremental results!
What do you like best about the product?
The AI Customer Service product's ability to improve and calibrate in today's Agile world coupled with the Account Manager's guidance in piecing everything together!
What do you dislike about the product?
I wouldn't say 'least helpful', but the challenge in any AI Customer Service product across markets is to be as conversational and and organic as possible making it an emotionally intelligent substitute, and I look forward to help develop that with the team!
What problems is the product solving and how is that benefiting you?
This channel of customer engagement made us realize how we can calibrate some of our self-help resources for Customers making them more self-reliant.
Good support experience not only for Web AI chatbot users but also AI Service Desk users
What do you like best about the product?
UX of AI Service Desk admin console is designed to be intuitive. Also each menus and options on the console are responding well.
This is an advantage not only for user’s initial learning but also daily operation.
During the readiness work for implementation, AIERA team provided comprehensive support to us.
Especially training session provided from AISERA’s customer success manager was very extremely to understand architecture and admin console deeply.
As a result, we have smoothly implemented AI chatbot service to our support portal.
After the go Live, we can maintain higher resolution ratio collaborating with AISERA team.
This is an advantage not only for user’s initial learning but also daily operation.
During the readiness work for implementation, AIERA team provided comprehensive support to us.
Especially training session provided from AISERA’s customer success manager was very extremely to understand architecture and admin console deeply.
As a result, we have smoothly implemented AI chatbot service to our support portal.
After the go Live, we can maintain higher resolution ratio collaborating with AISERA team.
What do you dislike about the product?
Although it may sound too specific, new items cannot be added to knowledge Intention and Entity by admin console user directly.
But this is just by design and not negative impact for daily operation.
But this is just by design and not negative impact for daily operation.
What problems is the product solving and how is that benefiting you?
We have improved customer support experience after implementing AISERA Web AI chatbot.
Also have captured customer’s intention for support content in real time with admin console’s report feature.
Also have captured customer’s intention for support content in real time with admin console’s report feature.
Recommendations to others considering the product:
There might be pros and cons, but I found the AI Service Desk is very useful to me than other AI chatbot tools because intuitive UI and admin console performance, excellent support service.
Less operational overhead and customizable guided experiences
What do you like best about the product?
As our business adds or removes customer-facing documentation, this solution accounts for that by automatically adding or subtracting those articles from its model - no human intervention required to update links or retrain models. Customers are shown the most up-to-date content with little operational overhead to our business. There are also many customization options available for admins to refine what we present our customers. These range from simple color changes of specific elements, fine tuning greetings or responses, or using pattern recognition to identify when a customer attempts to type something like an email address or product code. The admin dashboard for metrics is easy to learn and operate.
What do you dislike about the product?
This company subscribes to the SaaS model for software publishing, so your business will have to align its testing and validation schedules to that of AISERA. A staging environment is provided for us where we can preview changes and determine if there will be any impacts to production. If there is an impact to your service that will be moving to production soon, your only two options are to request AISERA delay the update and fix, or take them off your website entirely. I sometimes find myself feeling limited by the reporting functionality in that I would like an easy way to collect all the raw data for use in visualization and automation tools like PowerBI.
What problems is the product solving and how is that benefiting you?
We are using this tool to allow customers to have a conversational self-help session on our support website without waiting in phone or chat queues. Customers benefit from instant help via documentation they can find using their own language. Benefits to our business would be less overhead to manage this solution, and less volume to our phone and chat queues.
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