Aisera and Zendesk

Delivering Exceptional AI Service Experiences

Aisera’s AI Customer Service works with Zendesk to deliver end-to-end self-service customer service through multilingual conversational intelligence and automation. It learns from every interaction, automates repetitive inquiries, and provides agents with AI-powered assistance.

By augmenting human intelligence, AI Customer Service and Zendesk helps your organization nurture and satisfy customers who then purchase more, remain loyal, and provide positive reviews. AI Customer Service integrates with tickets, knowledge base, and chat capabilities available in Zendesk for service. By using Unsupervised Natural Language Processing and Supervised guided flows equipped with built-in ontology, Aisera easily delivers out-of-the-box value with voice-driven self-service automation on Day One. Aisera also offers agent-assist capabilities leveraging Ticket AI to auto-resolve cases without human intervention and provide recommendations for case resolution with next-best actions.

Aisera Solutions Available on Zendesk

Ticket AI

Ticket AI improves agent productivity with predictive intelligence using historical ticket analysis and next-best actions for effective auto-resolve and Agent-Assist modes for customer support requests. Seamless handoff to Zendesk Live Agent Chat makes for a smooth and effective escalation of tickets.

Aisera + Zendesk Customers

“Aisera’s AI Customer Service solution has been instrumental for Zoom’s customer service organization to deliver an exceptional user experience and improve overall customer satisfaction.”

Nick Chong | Head of Global Services & Support

“We achieved business outcomes within days, and are now seeing over 70% ticket deflection.”

Aneel Jaeel | SVP of Customer Success

“We’re getting 70 percent ticket resolution—and because the system continuously learns and improves, we expect that number to go even higher.”

Mia Alexander | VP of Customer Success

Use Cases At-a-Glance

What Our Customers Say

Testimonials

• 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.”

• 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.”

• 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.”

• 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.”

• 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 pickup 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.”

• 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.”

• 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.”