Aisera and Salesforce

Next-Generation IT Service Desk for Salesforce Service Cloud

Aisera and Salesforce

Delivering Exceptional AI Service Experience

Aisera’s next-gen IT Service Desk provides a modernized ticketing solution that optimizes delivery and management of IT services for Salesforce Service Cloud to handle incidents, service requests, problems, and changes for IT, HR, Cybersecurity, and Operations Teams.

Aisera’s ITSM solution easily deploys and drives proactive, personalized, and predictive solutions at the IT Service Desk to consolidate and streamline all IT services. By providing real-time advanced and complex analytics, KPIs, and dashboards, Aisera enables deep and detailed insights, increases overall productivity and effectiveness. Aisera’s patented Ticket AI leverages predictive intelligence and agent-assist to drastically increase efficiency by auto-resolving tickets and providing agents with next-best actions.

Aisera Solutions Available on Salesforce AppExchange

AI for ITSM

Aisera’s ITSM solution provides a next-gen IT Service Desk by fully supporting incident management, problem management, change and release management, and request management to create enterprise-wide optimal and efficient workflows for users. Aisera’s ITSM solution boosts service desk availability by 45-60%.

Ticket AI

Aisera’s Ticket AI offers predictive intelligence by automatically resolving or assisting agents in ticket resolution using historical ticket analysis and next-best actions to assign and route tickets to the right agents. Implementing Aisera’s Ticket AI solution improves employee productivity by 60% while continuing to reduce costs.

Aisera in the News

After automation, what comes next?

Aisera among the 14 Coolest Exhibitors at Dreamforce

Use Cases At-a-Glance

What Our Customers Say

• Aneel Jaeel, SVP, Customer Success Group at McAfee: “Aisera is leading AI technology that enabled us to improve our productivity while still providing a compelling customer experience. Our partnership with Aisera has allowed us to achieve significant business outcomes, and we are now seeing appreciable deflection of cases within the addressable spectrum for Aisera.”

• Bilal Khan, Chief Technology and Security Officer at NJ Transit: “During these challenging times, NJ Transit provides essential transportation to hospital workers, first responders, and others on the front lines. We partnered with Aisera’s AI Service Desk and Microsoft MS Teams in providing self-service to users, employees, and service agents to improve NJT operations, productivity, and user engagement.”

• Mitch Davis, CIO at Dartmouth: “At Dartmouth, we wanted our faculty and students to have immediate answers to their Information and Technology questions online, especially during COVID. With Aisera, we have seen over 60 percent of all IT service desk inquiries auto-resolved through Aisera’s AI Service Desk. Aisera is helping us achieve our goals to innovate and deliver an AI-driven conversational service experience throughout our institution. Our service desk staff and customers are extremely happy with our new next-gen service desk delivery model.”

• Gary Wang, Federal Vice President, Cloud, Infrastructure, and Security Services at SAIC/Unisys: “Aisera is a leading-edge technology that delivers immediate value. Aisera’s AI Service Desk solution is very unique in improving user experience and resolving IT requests autonomously—reducing the workload on service desk teams, while enabling them to focus on critical business issues.”

• Gary Chan, Head of IT Infrastructure and Employee Services at Zoom: “By streamlining our employee service experience to auto-resolve support requests using workflow automation, knowledge, and service catalogs from ServiceNow, Aisera enables Zoom employees to get instant answers to their IT issues. We are ecstatic with the results and benefits that Aisera’s AI Service Desk has given us.”

• Mia Alexander, VP, Customer Success at Dave: “Dave wants customers to feel empowered when using our product. Conversational AI a great way for us to immediately provide value and elevate our customer experience. Aisera is a partner we could collaborate with to create and quickly deploy a smart solution that puts customers first, enabling us to see results almost immediately. We look forward to growing with Aisera as a partner and creating dynamic customer solutions.”

• Craig Williams, CIO at Ciena: “At Ciena, we want our employees to be productive. This means they shouldn’t be trying to figure out how a ticketing tool works, nor should they be waiting around for a tech to fix their issues. We believe that 75 percent of all incidents can be resolved through Aisera’s technology, and we believe we can apply Aisera across multiple platforms. Aisera doesn’t just make great AI technology, they understand our problems and partner with us closely to achieve our mission.”

• Prakash Kota, CIO at Autodesk: “Aisera’s technology helps us predict complex operational issues before they can affect our business operations. Aisera’s AI Service Experience solution provides value for Autodesk by successfully detecting and predicting major incidents to improve business uptime and service availability.”

• Ashwin Ballal, CIO at Medallia: “We chose Aisera to provide Medallia employees great employee experiences as we moved campuses in the Bay Area and continue to scale and increase our global facilities footprint. The Medallia Work Place Services (WPS) team implemented the Aisera platform and its AI-driven chatbot as its first form of global support.”

• Randy Barr, CIO at Aryaka: “Aisera is definitely cutting edge above a lot of other vendors we looked at. Automated intelligent workflows really stood out with Aisera and we saw an immediate pick up in resolution rates that reduced customer effort and helped us drive business outcomes.”

• Navaneeth N, Operations Manager at Autodesk: “Aisera’s AIOps solution is yielding good benefits and value for Autodesk’s IT Operations and Service Management teams by preventing outages. Autodesk is now able to proactively detect and predict major incidents with Aisera’s Major Incident Predictor and Dynamic CMDB. Aisera is helping us improve business uptime and service availability by auto-resolving incidents and delivering a fast MTTD.”

• Joel Sandi, Sr. Manager, Customer Support Operations at 8×8: “As a service provider to businesses ranging from mom-and-pop shops to global enterprises, 8×8 is always looking for ways to innovate our customer service experience, and Aisera is a critical part of that. Their Conversational AI empowers us to auto-resolve support requests in seconds, and our customers love how quickly they can get answers to get on with their business. Aisera’s AI Customer Service solution is game-changing!”

• Shankar Subramanian, IT Service Desk Manager at Ciena: “Aisera’s AI technology is transforming our Service Desk to enable a true self-service experience for our employees. With Aisera, we can provide faster solutions to employee problems and provision their requests from IT. Aisera’s conversational AI and RPA have significantly improved our employee experience in requesting catalog items and searching knowledge bases for relevant answers to continuously self-learn and improve.