Alexa

50 Most Admired Companies of The Year 2019

AISERA: Redefining Employee and Customer Service through the AI-Driven Service Desk

thesiliconreview-muddu-sudhakar-ceo-aisera-19.jpg

“Our goal is to make agents become ‘super agents’ by automating common actions and tasks.”

Artificial intelligence (AI) explores the use of computer systems to mimic various attributes of human intelligence, such as problem-solving, learning, and judgment. Though in its technological infancy, businesses see huge potential in AI for speech recognition, decision-making, and everything in between. AI in the business sector makes use of various technologies and tools to collect and analyze business data. The main purpose of it is to provide companies with useful information and analysis to aid decision-making and to allow businesses to make decisions nearly five times faster than they otherwise could.

Given the preceding, we are delighted to present AISERA.

AISERA brings AI and business both under one roof. The firm helps to make businesses and customers successful by offering a consumer-like user experience for support and operations. The firm has built the world’s first Artificial Intelligence Service Management (AISM) solution for IT, HR, Customer Service, Facilities, and IT/Cloud Operations. With AISERA, organizations can provide a personalized and proactive experience for users by automating the resolution of tasks.

Established in 2017, the company is headquartered in Palo Alto, California.

In Conversation with Muddu Sudhakar, AISERA CEO

What is the reason behind the genesis of AISERA? How did you expand your company and its offerings over the years?

AISERA was set up to improve the user experience, empowering enterprises to provide a superior end-to-end AI Service experience to employees, service agents and customers. There are millions of service agents throughout the world who are doing mundane repetitive tasks. Most of these service agents are unhappy with being bogged down by menial work. Our goal is to change the experience of services and make a profound difference in the way they work, but also deliver an improved experience to customers.

What challenges did you face in your initial years? What can your peers learn from it?

Whenever you propose a new concept or a solution, you’ll have a lot of naysayers. New, novel solutions are always being challenged, especially when the solution is disruptive and requires creating a new market. When facing push-back and disbelief, it’s important to have perseverance. When starting a company, you need a “True North” vision and must stick to it without deviation. Having the determination to follow through and evolve your business through early-stage to growth is something my peers can learn from.

How successful was your first project roll-on? Share the experience.

Our first project roll-on was great. As a company, we were happy to see our first release to customers successfully deployed. Along the way, we learned from customers and users who championed our solution in their environments. They gave us feedback and partnered with us on our journey as we added roadmap functionality, new features to better improve experience and productivity, and new use cases to automate in customer environments.

What kind of mixed responses have you received from your consumers over the years? How have they motivated you to shape your offerings/grow the company?

CIOs and customer service departments both appreciated what we’re doing to automate and improve user experience and customer service. Feedback has been around how to better automate tasks, actions, and workflows within customer service, IT, and other departments. The tight labor markets helped us because the need for experienced IT and service desk professionals forced organizations to automate these common tasks while continuing to hire and grow their business.

Is your company a leader or follower? Do you formulate your own core values?

AISERA is a leader. We formulate our own core values and focus on what’s good for employees, customers, and others. We’re willing to adapt and evolve based on market needs and technology changes.

A company’s behavior is as important as its economic performance or the quality of its products. How do you interpret this saying?

I agree that a company’s behavior is very important. AISERA was built for employees, shareholders, and customers. We embody diversity at all levels. As an AI service experience company, our motto is to improve the whole experience for everyone, from employees to customers. Because we believe in changing the way services are handled today, our philosophy directly impacts how we behave as a company. Being customer-driven and focused, we’re here to help our customers throughout their digital transformation or automation journey.

Building a culture of sustainability inside an organization is very important to maintain a reputation in the global market. How is it true for your company?

Our company culture is important to us. We wouldn’t have AISERA without the team. People and our team are our first priority. AISERA belongs to all of us, and every team member contributes to our creative, innovative, and results-oriented environment. We are execution-focused and thrive on being a customer-driven culture that stands together to build a world-class AI solution (cloud-native SaaS) to help our customers achieve their business goals. We believe in having a work-hard and play-hard culture, which unites the team to excel together, generating greater satisfaction, and productivity. 

If you have to list five factors that have been the biggest asset to your organization, what would they be and why?

  • Customers
  • Vision/Mission
  • Technology Evolution – open to evolve
  • Employees – can’t do this without people
  • Investors – good investors that stand behind you for the long game

Where do you see your company a couple of years from now?

AISERA will continue to be the leader in AI Service Management—to improve the customer experience and employee experience. We see ourselves continuing to make a difference in the overall experience and productivity of agents.

“We are execution-focused and thrive on being a customer-driven culture that stands together to build a world-class AI solution (cloud-native SaaS) to help our customers achieve their business goals.”