Overview of Aisera
Aisera is an advanced AI-driven service automation platform designed to enhance user experiences, streamline enterprise operations, and improve productivity across various business functions. Here’s a detailed look at what Aisera does and its key features:
What Aisera Does
Aisera leverages machine learning, natural language processing (NLP), and generative AI to automate and optimize workflows in IT service management, customer service, and enterprise operations. The platform aims to transform traditional service models by providing faster, more accurate, and personalized resolutions to user queries and service requests.
Key Features and Functionality
Conversational AI and Automation
Aisera’s Enterprise Conversational AI Platform harnesses the power of advanced NLP and large language models (LLMs) to facilitate real-time, human-like interactions. This platform includes AI-powered virtual agents capable of handling customer queries, IT support, and service requests across multiple languages, with built-in language detection supporting over 100 languages.
AI Customer Service
The platform integrates AiseraGPT and generative AI technologies to enhance customer support. It combines a chatbot with an action bot, enabling natural language conversations and automated resolutions that improve customer satisfaction while reducing support costs. AI Customer Service auto-resolves customer requests instantly, using technologies like NLU search, unsupervised NLP, and knowledge management.
Next-Gen ITSM Platform
Aisera’s Next-Gen ITSM Platform modernizes the delivery and management of IT services. It provides a proactive, personalized, and predictive ticketing system that automates service requests, tasks, and actions across IT and business services. The platform integrates with tools like Slack and Microsoft Teams, allowing for real-time communication and support. Key capabilities include auto-triaging, assigning, and classifying requests, as well as a comprehensive view of user profiles and service experiences.
Generative AI Platform
Aisera’s generative AI platform accelerates the development of responsible AI applications, enabling organizations to build and deploy generative AI apps in weeks rather than months. This platform includes tools such as AiseraLLM, generative AI models, and AI Studios (Workflow, Event, Copilot, LLM, and Prompt Studio). These studios help in creating, managing, and refining generative AI applications, minimizing AI hallucinations and increasing the confidence in generated outputs.
Automation and Workflow Management
The platform offers robust automation capabilities, allowing organizations to automate routine and repetitive tasks. This includes a no-code visual studio for building and deploying automation flows, over 1,200 pre-built integrations with various applications, and dynamic action flows through Event Studio and Workflow Studio.
Personalization and Customization
Aisera provides personalized responses based on segmentation or past interactions. The platform allows for customization of chat workflows with rules and automations, and it includes features like role-based access, branding, and analytics. Users can also edit conversations to meet their unique business needs using the Conversation Editor.
Integration and Multichannel Support
Aisera integrates seamlessly with various applications, including messenger apps, APIs, and customer support tools. It supports live chat, multilingual interactions, and provides tools for collecting and storing information from users. The platform also allows for updates to systems like CRM based on conversations.
Human-in-the-Loop and AI Learning
The platform includes a Human-in-the-Loop feature to maintain and observe the accuracy and viability of Intelligent Virtual Assistants. Aisera’s AI-powered bot uses automated machine learning, reinforcement learning, and knowledge from past tickets and cases to continuously improve prediction accuracy and response quality.
In summary, Aisera is a comprehensive AI-driven platform that enhances enterprise operations by automating workflows, providing personalized customer and employee experiences, and reducing operational costs through advanced conversational AI and automation capabilities.