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Development and Deployment of our AI Bot into TEAMS
What do you like best about the product?
Collaboration and Access to meeting notes
What do you dislike about the product?
Require more training sessions after on-boarding
What problems is the product solving and how is that benefiting you?
To leverage our support ticktes that may not require a IT technician to resolve there issue. To be able to support our end users off hours
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ChatBot adding value
What do you like best about the product?
Good Professional Services backed by a robust tool helping deflect calls from already busy Service Agents
What do you dislike about the product?
The Aisera team have overcome the initial challengesof learning our business.
What problems is the product solving and how is that benefiting you?
Aisera has reduced the volume of calls to the Customer helplines, allowing agents to work on more complex items, reducing wait times and enabling some head-count reductions.
Aisera review
What do you like best about the product?
Help our agents to summarize customer needs and provides potential solutions on how to resolve their issues
What do you dislike about the product?
Information is not always available, sometimes there are issues connecting to summarize the customer needs.
What problems is the product solving and how is that benefiting you?
How to assist a customer and resolve their issue
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.
Not all AI is equal. Simular maybe, but not the same.
What do you like best about the product?
I like Aisera. We have an agent that is create by and powered by Aisera. The entire staff at Aisera is customer focused. When you are a customer of Aisera, you are a client of the whole company. Their focus is to create a positive user experience. The user could be an end user or an admin user.
What do you dislike about the product?
To answer this I would have to start with this not being a dislike and not being a disapppointment with Aisera. Our dislike would be a lack of initial understanding of what would be needed to accomplish our end goals. For our agent to be fully effective it needed permissions in our tenant that we were not able to allow.
What problems is the product solving and how is that benefiting you?
Our company had several support tasts that we labor intensive. Completion of a task could involve at least to support tech and possible up to 5. With Aisera we have been able to automate the process so that the initial requestor is the only person involved. Our AI Agent does the rest. This didn't eliminate jobs but did automate a repeative process that is better accomplished by our bot.
fast easy to use employee self service agent
What do you like best about the product?
easy to implement, easy to integrate with existing apps
specialized LLM
generic agent with multiple connectors
responsive support
evolutivity
specialized LLM
generic agent with multiple connectors
responsive support
evolutivity
What do you dislike about the product?
statement of work approach -> blackbox no visibility on configuration
too frequent release management
no european support (timezone delta India or US)
cost transparency and complexity
too frequent release management
no european support (timezone delta India or US)
cost transparency and complexity
What problems is the product solving and how is that benefiting you?
complexity of the ITSM tool serviceNow for the enduser, integration with multiple documents sources, workflows integration, multilingual, advanced LLM concerning the behaviour (desambiguation, complex prompt..)
one entry point for employee self service whatever the domain, the subject
one entry point for employee self service whatever the domain, the subject
Aisera experience
What do you like best about the product?
- The application allows admin users to have both Dev and Production which give us freedom to build and test without messing with production.
-There are available features that are useful to what we need in automating processes.
-Admin users can manage workflows and other settings with ease.
-There are built in tasks that are ready for use.
-Integration with different applications are available for set up
-We have a dedicated customer service representative that we can reach out. We can also submit tickets to their platform.
-There are available features that are useful to what we need in automating processes.
-Admin users can manage workflows and other settings with ease.
-There are built in tasks that are ready for use.
-Integration with different applications are available for set up
-We have a dedicated customer service representative that we can reach out. We can also submit tickets to their platform.
What do you dislike about the product?
-There are features that we want that are not available yet.
-Workarounds and fixes take sometime to take place.
- GPT is not enabled automatically and would cost extra. We have some struggles using rules-based AI as some scenarious are not covered by its rules and would require manual programming.
-Workarounds and fixes take sometime to take place.
- GPT is not enabled automatically and would cost extra. We have some struggles using rules-based AI as some scenarious are not covered by its rules and would require manual programming.
What problems is the product solving and how is that benefiting you?
There are process in solving issues that are being automated using Aisera bot/agent.
Tushar/Raksha/Aisera
What do you like best about the product?
My rating is an 8 as a result of the good communication and availability that Tushar and Raksha have displayed. If i were to grade Aisera without this component, my rating would not be as strong. The're first to respond and go above in beyond their work hours and likely responsiblites. That said, Aisera has presented some great self service options for our customers and package tracking options. They are flexible with changing flows and allow us the time to discuss and review impacts to those changes.
What do you dislike about the product?
There are a few things we would say are not to our liking with Aisera. Reliability is a concern, typically this involves break downs due to our volume and also updates. We should be able to decide when we push the updates out.
Process creation, as a growing company there were some processes that did not exist. Aisera needs to continue to enhance stress testing, building an internal QA team and identifying issues before OnTrac does.
Pricing, without getting too in depth, we are not on a good pricing model scaled to our business growth.
Process creation, as a growing company there were some processes that did not exist. Aisera needs to continue to enhance stress testing, building an internal QA team and identifying issues before OnTrac does.
Pricing, without getting too in depth, we are not on a good pricing model scaled to our business growth.
What problems is the product solving and how is that benefiting you?
The ability to handle mass interactions with self servicing tools
AiseraGPT Review
What do you like best about the product?
I appreciate their support team and the ability to customize workflows.
What do you dislike about the product?
I have no complaints with AiseraGPT. It's been a valuable addition.
What problems is the product solving and how is that benefiting you?
Aisera helps improve our customer service by providing a 24/7 AI-powered chatbot that can answer member questions and resolve issues.
AiseraGPT
What do you like best about the product?
Good Customer Service Management Team.
CSM's are available throughout and educates the process/changes/upgrades accordingly.
CSM's are available throughout and educates the process/changes/upgrades accordingly.
What do you dislike about the product?
Aisera's Dashboard options simplification.
What problems is the product solving and how is that benefiting you?
Aisera ChatBot is capable of fetching knowledge from ITService portal thus helping users to find a solution for their issue
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