Transforming IT Support through AI
What do you like best about the product?
We have enabled Aisera's Webchat across our IT Support Portal using their Conversational AI product.
Our Support organization is able to closely monitor request volumes, requests resolved, and help identify responses that require improvement with pinpoint accuracy. Through the transparent analytics tools available, we are able to improve the quality and accuracy of the bot responses where needed through LLM and disambiguation prompt tuning, building intents, fine tuning entity values, building custom workflows, and also identify knowledge gaps in our environment.
Our Support organization is able to closely monitor request volumes, requests resolved, and help identify responses that require improvement with pinpoint accuracy. Through the transparent analytics tools available, we are able to improve the quality and accuracy of the bot responses where needed through LLM and disambiguation prompt tuning, building intents, fine tuning entity values, building custom workflows, and also identify knowledge gaps in our environment.
What do you dislike about the product?
We have raised that we would like improved disambiguation and the ability to use UserProfile information as part of the RAG Pipeline.
There are also scheduled maintenance windows which can cause inconveniences to operations, however we are working with Aisera on improving this.
There are also scheduled maintenance windows which can cause inconveniences to operations, however we are working with Aisera on improving this.
What problems is the product solving and how is that benefiting you?
Aisera has helped drive success in our vision to transform the IT support experience across our organization by removing friction and improving case deflection across the IT Services we manage.
Aisera's platform helps us to continuously improve the quality and accuracy of Bot responses, and provides countless options to securely integrate with both internal and external IT systems to streamline and automate support processes and improve productivity for our end users.
Since our implementation of Aisera, we have seen an overall case reduction of 35% across our support organization. We are confident that with our partnership with Aisera we will achieve continued success.
Aisera's platform helps us to continuously improve the quality and accuracy of Bot responses, and provides countless options to securely integrate with both internal and external IT systems to streamline and automate support processes and improve productivity for our end users.
Since our implementation of Aisera, we have seen an overall case reduction of 35% across our support organization. We are confident that with our partnership with Aisera we will achieve continued success.
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