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Extremely customizable solutions and first class leaders in the industry
What do you like best about the product?
My company has found working with the Aisera team exceptional and comprehensive. Our needs are met, and what's more, is that we are helping each other grow in this very nascent AI space.
What do you dislike about the product?
Customization options are great, but that does come with increased development time. This is not a quick solution, but it is very comprehensive and ultimately most important.
What problems is the product solving and how is that benefiting you?
Adding AI to our customer communication channels and positioning our support teams to be more efficient with their interactions with customers
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Finally an ML/AI tool thats not a black-box that puts you in control
What do you like best about the product?
Aisera's platform helped Gap Inc transform the way we support our employees. In just 6 weeks, we were able to onboard onto the tool and make an impact on day one. With their fantastic support team's guidance, we empowered our internal teams to put the tool to work precisely to meet our business needs. For any enterprise looking to transform their support models, this is a great investment.
What do you dislike about the product?
I wish it was easier to understand how we could put other parts of their platform to work for our business. It would be great to have more accessible demo and staging environments.
What problems is the product solving and how is that benefiting you?
Aisera helped us transform our internal employee support needs. Their platform has allowed us to provide a self-service support model that has reduced the number of support tickets submitted by employees. Also, we have used the tool as a proactive outbound communication tool that has helped us accomplish critical automated processes resulting in huge savings across the business.
People Driven AI Solution
What do you like best about the product?
Aisera has a tireless team that cares about the concerns raised when we encounter a situation that the AI cannot parse effectively. The automation has driven noticeable results and reduced overhead so our support team can focus on higher-level tasks.
What do you dislike about the product?
Driving user adoption of automated solutions is always tricky and can lead to employees circumventing the support process. As the implementation matures, we have seen less pushback and reluctance to use Aisera.
What problems is the product solving and how is that benefiting you?
With Aisera, we have reduced the headcount in our Global Support Desk and maintained or improved SLAs and MTTR. The self-service options have increased employee productivity by reducing wait times for repeatable tasks like system logouts.
Enables self-service & automation of your top Service Desk requests, but takes effort
What do you like best about the product?
Integration capabilities with the ability for a user to quickly create a help desk ticket if they don't reach resolution within the chat session. RPA capability to execute workflows.
What do you dislike about the product?
Some challenges with account team turnover and delivering on commitments. The administrative interface is complex and requires an internal team member dedicated to working with Aisera's engineering team to build intents/workflows.
What problems is the product solving and how is that benefiting you?
Provides quick access to internal knowledgebase articles, answers our top requests preventing a help desk ticket or call from the end user.
Great product, Wonderful Support!
What do you like best about the product?
What I like best about Aisera, is their customer success team. They provide exceptional support and assistance when required and are able to respond to low and high-priority issues in a timely fashion.
What do you dislike about the product?
What I like least about Aisera, is the integration and deployment of this product. It requires a lot of time on the backend toeThe tools and standard APIs are not user-friendly. In my experience, it has been difficult to obtain quality end-user training outside of the resources in the peer user community.
What problems is the product solving and how is that benefiting you?
Aisera allows our company to provide exceptional self-service options to our users for all of their IT requirements. This allows users to find quick solutions to commonly asked questions, and as a result, this decreases call volume and promotes cost efficiency.
Good Products and Great Partners
What do you like best about the product?
Aisera has been a willing partner in taking feedback and putting it into their product. We've had great success with Aisera's chatbot (specifically using their AI Workflows) and are in the process of getting there with some of their other offerings. The value is well worth the effort of implementation.
What do you dislike about the product?
Recently, there has been more of a struggle to get other products (outside of chatbot and AI Workflows) into production. We have a lot of back-and-forth on data needs and configuration tweaks that signal products not ready out-of-the-box. With that said, it has been well worth the effort!
The Admin UX can use some improvement as well. Make it more user-friendly with better self-servicing!
The Admin UX can use some improvement as well. Make it more user-friendly with better self-servicing!
What problems is the product solving and how is that benefiting you?
Aisera is helping us give users more personalized support. Giving users more personalized support allows us to help our users become self-sufficient and prevent them from constantly requiring customer support to take on tasks. Enabling our users reduces our contact rate and improves everyone's experience.
Aisera has helped bring my Service Desk into the Chatbot/AI era
What do you like best about the product?
While we are still in the progress of having our Chatbot integrated into our systems, I can sure speak to the Aisera onboarding team being very friendly and, of course, ready to support us on our journey toward having our Chatbot and Conversational AI integrated!
What do you dislike about the product?
I haven't run into anything I dislike. From the start of our journey, the Aisera team (Sales, Engineers,Leadership) have all been accommodating.
What problems is the product solving and how is that benefiting you?
Currently, our Service Desk group could use at least two additional team members. Aisera is solving this by providing a conversational AI and chatbot that will be the team's first line of response with our End User Community. This will also provide the team more time to focus on more critical issues requiring a "human touch" and allow the Chatbot to assist our End Users with tasks that can be done via walk through guides, etc.
Love the automation experience that we've added to our environment
What do you like best about the product?
The ability to automate many of our more common support issues and requests through AI. Aisera helps us by developing a personalized experience for our employees who can use this platform to submit requests, ask questions, and expect instant response and resolution.
What do you dislike about the product?
While we get a lot of data out of the tool, walking through dashboards and graphs and filtering down deeper to get to the facts seems tedious. I'd like to see some better reporting capabilities including scheduled reports that could be automatically emailed out.
What problems is the product solving and how is that benefiting you?
Our chatbot is now handling the top requests and providing answers to the most commonly asked questions previously handled by our Helpdesk. That frees up our Helpdesk staff to handle the more challenging issues and lengthier requests until we can automate the chatbot to handle some of those things too.
Great product if you have the resources dedicated to it.
What do you like best about the product?
Aisera has really helped us streamline our helpdesk processes. Many of the mundane tickets we get are now getting solved quicker and simpler, thanks to Aisera.
What do you dislike about the product?
It was a rocky start, with a lot of functionality missing when we started. It is also a lot to maintain and build out, and we realized quickly we would need a dedicated person to work with Aisera and build it out with them.
What problems is the product solving and how is that benefiting you?
We used to get a lot of the same tickets in our helpdesk queue and have been able to offload the functionality to solve those simple tickets using Aisera as a chatbot for the end users. It ties into your existing products and can automate a lot of things end users were calling in for. Now it frees up our helpdesk to work on more critical tickets and automatically escalates more important tickets to them when needed.
Great product for IT Support!
What do you like best about the product?
Aisera chatbot has best user-friendly design,No code environment, and best Ontology. These features make it easy to create Intents easily.The number of integrations available are increased and customer support is good. Good analytics are provided in the dashboard to check the resolution rate and user engagement
What do you dislike about the product?
The chatbot can not deal with complex user responses. Slow progress on bug fixes.
What problems is the product solving and how is that benefiting you?
Aisera is internal chatbot designed to solve IT related queries from users.
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