Aisera is an artificial intelligence company offering a platform for information technology, cloud computing, customer service, and operations. The company is headquartered in Palo Alto, California and was founded in 2017 by Muddu Sudhakar and Christos Tryfonas. The Aisera platform allows users to automate any repetitive requests, tasks, and workflows related to customer service. The platform automatically helps with understanding the intent, sentiment, and key messages of customers to improve their customer service experience. Aisera's AI service desk works to automate and resolve customer service and IT support issues with conversational AI and intelligent process automation.
Aisera has received numerous recognitions in the artificial intelligence industry, such as the Forbes AI50 or the CNBC Upstart 100 Top Startup since it was founded. The company's customers include 8x8, Autodesk, Chegg, Dartmouth, Dave, Grant Thornton, McAfee, NJ Transit, Ciena, Unisys, Aryaka, and Zoom. The company has partnerships with Amazon Web Services, Microsoft, Salesforce, ServiceNow, Zendesk, and Cisco.
Aisera's artificial intelligence-powered IT service management (AI ITSM) platform offers automated service desk resolutions through the conversational AI platform. The platform is intended to provide a single and multilingual automation interface for IT, HR, facilities, sales, customer service, and operations teams.
The platforms architecture offers a global taxonomy and ontology, including over 5 billion intents and more than 1 trillion phrases across seventy-four languages, according to Aisera. The platform is also developed to continuously learn while it works to resolve employee and customer issues. To continue to learn, the platform has reinforcement learning at all levels of engagement, with Aisera using supervised and unsupervised natural language processing, semantic natural language understanding, and natural language generation to increase the platform's capability for generating dialogue with users.
Aisera suggests the platform has been developed for the auto-resolution of tasks, incidents, and actions for help desks. This can help organizations develop help desk ticketing systems or integrate with an existing ticketing systems. As mentioned above, Aisera's platform is built to learn and does so within an organization's help desk tasks to allow the platform to get better with time. This is intended to reduce repetitive work and improve employee production, allowing employees to work on higher priority or longer-term projects for a company's IT infrastructure.
Capabilities built for service desk usage with Aisera's platform include the following:
- knowledge extraction and resolution
- conversational AI capabilities, including intent matching, intent disambiguation, and context switching, to handle human-like multilingual conversational interactions
- process orchestration and automation
- conversational service catalog to import service catalogs from existing systems
- a seamless escalation to help desk ticketing systems using auto-detect sentiment systems to hand off an issue to agents.
Aisera's platform is also developed to be a customer service platform, allowing organizations to offer automated, conversational, and multilingual customer service capabilities. Similar to other capabilities, the platform is developed to learn from touchpoints and to automate repetitive inquiries and workflows and help customers receive the help they need, while also allowing customer service agents to focus on issues that have been elevated to them.
The capabilities of Aisera's platform developed towards customer service include a dynamic knowledge base, which can connect multiple and disparate knowledge bases from siloed departments to build a more holistic knowledge graph for the resolution of customer requests; unsupervised natural language processing and semantic natural language understanding to understand context-driven conversational relations for verticals such as technology, retail, financial services, biotechnology, pharmaceuticals, and healthcare; workflow and API orchestration to connect various enterprise application systems; and live agent escalation using context understanding to escalate a customer service engagement to an agent.
For service disruptions, Aisera offers AIOps to provide real-time response to business applications. The platform is domain-agnostic and intended to offer an intelligence layer between full-stack monitoring and ITSM tools, and this can be used to proactively resolve incidents, automate root cause analysis, and work to prevent outages. This is intended to offer users a platform for automating IT operations, DevOps, and Cloud Operations management for the acceleration and automation of diagnosis and resolution.
The featured capabilities of Aisera's AIOps platform include major incident detection and prediction with noise suppression techniques and spatio-temporal correlation techniques so the platform can understand the formation of anomalies; automated AI discovery to find applications, devices, and cloud resources on a network to provide visibility into assets using ITSM and monitoring data; dynamic CMDB for change requests, incident tickets, and data to discover enterprise configuration items and reconstruct an accurate service topology; automated root-cause analysis; automated causal graph for the analysis of correlations and causality on alerts; and connectivity graphs for insights on how incidents and alerts impact users in up- and down-stream systems and business applications.
Aisera's platform has integrations with ITSM tools, CRM, alerting, monitoring, chat provisions, and RPA. These include integrations with the following:
- G Suite
- Amazon Web Services
- Ping Identity
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