Aisera is the ‘ChatGPT’ for the enterprise, bringing generative AI to businesses that need it: Muddu Sudhakar, CEO “Our results have been phenomenal.”

Aisera is an industry-leading provider of generative AI and automation solutions. By automating service delivery and support for IT, operations, and customer service, Aisera empowers businesses to deliver delightful experiences for their employees and customers. The company serves clients in the United States.

One of the fastest growing companies in the US, Aisera today has over 100 million users across a variety of companies, including the fintech startup Dave, Zoom, the cloud-data company Snowflake, the cybersecurity company McAfee, and others.

Muddu Sudhakar (CEO) and Christos Tryfonas (Chief Architect) founded Aisera in 2017.

The Silicon Review reached out to Mr. Sudhakar, and here’s what he had to say.

Interview Highlights

Q. Why was Aisera born? What pain points did you set out to solve?

We started Aisera because we saw an opportunity to apply AI and automation to address the mundane, repetitive tasks common in IT service operations, customer service and support, software development, and contact center operations.

With our solution built on generative AI and large language models (LLMs), the Aisera AI Service Experience Platform (AISX) increases workforce efficiency, improves employee experiences, and enhances customer loyalty and brand affinity, using significantly fewer resources. As a result, our customers see elevated customer service scores, opportunities for upskilling, and significant gains in satisfaction.  

Setbacks are a part of every growing business. Tell us about a few roadblocks and learning lessons that helped you and Aisera grow through the years.

Early in the evolution of Aisera, corporate funding devoted to the AI market was not what it is today. This was a major hurdle for early adoption. AI has been through several winters over decades with unmet expectations. But with changing workforce models, fundamental technology breakthroughs, digital transformation initiatives, and distributed enterprises came evolving demands for better service experiences. Companies were, and still are, hungry for smoother experiences to reduce friction that causes significant bottlenecks. To do this, we knew that it would necessitate a unique combination of technologies that didn’t exist elsewhere. Our team came together and catalyzed the market by curating our unique mix of generative AI, conversational AI, NLU/NLP, cognitive search, and automation unlike any other AI solution available. 

We’ve seen substantial adoption among Fortune 500 and Global 2000 enterprises and several rounds of investment as a result. And Aisera continues to innovate, using the latest technology like generative AI to deliver solutions for the enterprise that drive customer service scores and employee satisfaction sky-high. This has reinforced the decisions Aisera made early on that once seemed like risks.

Q. As the world's first AI-driven service experience solution provider, what are Aisera’s key focus areas?

Aisera’s key focus area is creating a self-service experience for the enterprise using generative AI and workflow automation to enable a more automated and responsive enterprise employee, customer, ops, and voice experiences. We do this with a unique and differentiated ontology and taxonomy for each business domain and vertical industry that includes over five billion intents, spanning high-tech, retail, financial services, biotech, pharmaceuticals, healthcare, and more. This is unheard of elsewhere in the industry — our AI’s depth in these key areas of business is unmatched.

Our results have been phenomenal. Our AI service desk capabilities improve customer service by delivering personalized experiences with human-like conversations and self-service. Our AIOps solution can predict, detect, and prevent major incidents, performance bottlenecks, and service outages before an IT team has any clue something may be afoot. We have revolutionized the AI contact center with conversational IVR for truly immersive call experiences, and across the board, customer satisfaction scores have improved.

Q. Can you introduce us to your services? What are their primary features?

Aisera’s core offering is its Artificial Intelligence Service Experience platform (AISX), which automates service experiences for IT, sales, and customer service operations through an all-in-one platform. Aisera is the "ChatGPT" for the enterprise, bringing generative AI to businesses that need it. We use a combination of generative AI, conversational AI, workflow automation, natural language processing, natural language understanding, neural search, analytics, and security to provide an enterprise-grade AI experience that enables unprecedented satisfaction across all business processes, tasks, and workflows. We also integrate seamlessly with existing environments and leading platforms like Salesforce, Adobe, Oracle, Workday, and ServiceNow.

Our AI continuously self-learns to autonomously resolve employee and customer issues. We couple user and service behavioral intelligence with supervised and unsupervised NLP, semantic NLU, and natural language generation for enhanced dialogue flow with users. Our reinforcement learning vastly improves service experiences across the enterprise, which enables these companies not just to meet, but set the bar for higher and higher quality employee experiences and customer service experiences.  

Q. Tell us about the Aisera team. What value do they bring to the company?

I founded the company with Dr. Christos Tryfonas, our Chief Architect. My background is technical, but I have had the most success as an entrepreneur and investor, whereas Christos is more of a technologist. Christos and I also co-founded Caspida before we launched Aisera, which was acquired by Splunk. He holds multiple issued and pending patents with widely published work throughout the industry.

My experience, while deeply technical, has been focused more on product, technology, and GTM. My knowledge of enterprise markets with a background in startups and public companies such as ServiceNow, Splunk, and VMware, was fundamental to shaping the Aisera solution. I know how these companies operate. I have seen where there is friction and I knew that we could develop the technology that could alleviate it. Since 2017, it's amazing to see how Aisera has grown alongside the impact of our solutions and AI technology.

It is a testament to the team we have built. Aisera values an entrepreneurial spirit in all roles across the company. We operate with a high degree of empathy for both our customers and team members. This has resulted in great customer satisfaction and a dedicated workforce, 17% of which are PhDs. We also focus on supporting a large team of data scientists, researchers, and professionals with expertise in product engineering, business operations, and customer service that, together, has helped us create a culture that prioritizes innovation and delivers exceptional customer outcomes.

Q. What's the one thing you want Aisera to be known for?

I want Aisera to be known for its ability to transform the enterprise experience through self-service — this includes customers, internal users, employees and other stakeholders. We want to be known for our generative AI and workflow automation technology, which are powered by our own large language models and optimized for enterprise domains. More importantly, we want to be known for our dedication to our users. We have revolutionized the way businesses operate by delivering maximum ROI for each individual customer, which results in cost savings from $1M - $5M. We can help companies achieve auto-resolution rates of 70% or higher (the industry average is 20-30%), which means less toil for their service reps and less overhead for the company. We have seen CSAT scores improved to 95%, reduced mean time to resolution by 90%, and improved employee productivity by 80% — these are amazing results for service-oriented businesses. The potential impact of Aisera’s AI solutions is only just beginning to be realized.

Tell us, what’s next for Aisera.

Aisera has several initiatives in the pipeline to continue our growth and success. Aisera is integrating its generative AI technology through GPT3 and its proprietary models into all applications of AISX, so interactions with AI are increasingly personalized and human-like. We are planning for strategic integrations with many of the top enterprise software providers, which will increase our reach into more markets and continue to help us refine the capabilities of our offerings. We are also expanding into the public sector, which will help deliver better support for Federal workers and improve the citizen experience across government agencies. We are working daily to maintain our position as a leader in enterprise AI and the latest innovations that improve the delivery of service experiences.

Muddu Sudhakar | CEO

Muddu Sudhakar is a Silicon Valley-based entrepreneur and is currently the CEO of Aisera. Having built several applied AI companies that have been bought by some of the most celebrated companies in Silicon Valley (ServiceNow and Splunk), he is considered a leading voice in AI/Machine Learning, IoT, and Big Data segments. His most recent endeavor is Aisera.

Muddu holds a Ph.D. and MS in Computer Science from UCLA.

“We are working daily to maintain our position as a leader in enterprise AI and the latest innovations that improve the delivery of service experiences.”