The Silicon Review
“Our AI Chatbot solution acts as the concierge for all users and is available 24/7 in their channel of choice for their issue resolution.”
Aisera, a Palo Alto-based Software company, provides an Artificial Intelligence-driven service solution that automates operations and support for IT, human resources, sales, and customer service. The company specializes in AI, NLP, and NLU.
The name Aisera stands for ‘AI Services Era’—the arrival of a new age service experience. The company’s mission is to empower organizations with AI and automation to deliver best-in-class employee and customer experiences.
The Aisera AI Service Experience (AISX) platform caters to both internal use cases (IT, HR, Workplace services, Finance) and external use cases (Customer Service & Support).
Customers primarily partner with Aisera to support the below-mentioned functions in their enterprises: a) Customer Service and Support Automation, b) IT Help Desk/IT Service Desk, c) Sales & Marketing, d) Business Services, e) Operations (IT Ops, Cloud Ops, and DevOps).
The Silicon Review reached out to Aisera’s California headquarters and spoke with Muddu Sudhakar (co-founder), who serves as the company’s Chief Executive Officer. Here’s what he said.
Q. What methodology does Aisera implement to exceed customer expectations?
At the core, we are a product company, so our methodology is to look at our own success metrics to ensure that we are always adding value: a) Is there a business value to the customer? b) is there an ROI for the customer in the same year? c) are we saving hard dollars for the customer? (cutting — license costs, subscription costs, additional human resource costs), and d) how many support requests can AI auto-resolve in an unsupervised manner? (without human interference).
This value proposition is also reflected in our tagline:
Automate the mundane, elevate the humane: We support your employees to level up in their careers with the support of AI and automation user adoption. The repetitive, monotonous, and mundane (whether simple or complex) tasks can be executed by our AI Virtual Assistants with workflow and process automation so that agents can focus on more high business value and critical tasks.
We also want to support our users in their career development by providing certifications for our products. We want them to build these complex workflows and process automation flows to become subject matter experts in building AI workflow. So business leaders who want to not only lead the digital transformation journeys in their enterprise but also look at career development opportunities for their employees should connect with us to learn how we can become a strategic partner in their digital transformation and AI & automation adoption journey.
Q. What is Aisera’s AI-driven service experience solution all about? What makes it revolutionary?
Aisera’s AI-driven service experience solution promises to improve the experience for users, whether they are employees or end users or operations or DevOps.
For Employees: Aisera sits between their collaboration tools like MS Teams and their IT Ticket Management Systems for service desk or help desk support like ServiceNow. So anytime you have an employee support request or a problem to solve, Aisera’s AI Chatbot will help them resolve those issues without much or any human agent intervention required.
For End Users: If there is any customer support required and you need immediate assistance, our AI Customer Service Chatbot will help in resolving the issue, without having to always involve a customer support agent.
Our AI Chatbot solution acts as the concierge for all users and is available 24/7 for their problem resolution.
Predictive Intelligence for IT Operations: Our AIOps solution can accurately predict performance issues and service outages even before they occur. And in this way, we can save our customers millions of dollars by bringing more predictability, efficiency, and automation with our AI Service Experience Platform.
Q. How does Aisera’s fast-tracking the digital transformation journey with user and service behavioral intelligence drive end-to-end automation of tasks, actions, and business processes?
That’s a great question. The first thing we need to understand is who the user is, what their preferences are, so basically the user profile. Aisera will adapt based on their role in the organization. The user is a first-class citizen for Aisera, so all the conversations that take place across channels are always personalized and never generic for the user.
Q. What strategies are in place to encourage innovation in your company?
Innovation is in our DNA and that’s what propels our go-to-market strategy when bringing new products to our customers and users. We also encourage all departments across the organization to thrive in their respective core competencies by being involved in communities across their domains to not only learn but also share their learning and knowledge far and wide.
Q. How do you see Aisera changing in five years, and how do you see yourself creating that change?
Aisera continues to evolve and grow exponentially year-over-year; we are always looking to grow by 200% to 300% YOY across the organization. Our dedicated and passionate employees, great innovative customers, and a strong partner community is what drives growth for us as an organization, and as we continue to scale and grow we need more of them to come along on the journey with us.
Importantly, we have very clear goals and people are at the core of our growth trajectory. That said, we continue hiring great talent globally to be a part of our mission and are looking to hire at least 100 people over the next 12 months.
Q. What is your final message to The Silicon Review readers; your current and future clients and partners?
Absolutely! Life is too short, don’t sit on the sidelines. Anybody who is reading this interview, take a bet with Aisera! Make a bet for a year on AI with us; we have helped numerous Fortune 1000 companies achieve their pipedream by taking a bet on Aisera’s AI platform.
Depending on your environment, we even offer a FREE AI & Automation Assessment! Let us help you to champion the digital transformation journey in your organization.
Muddu Sudhakar | Co-Founder & CEO
Muddu Sudhakar is a successful entrepreneur, executive, and investor. Muddu has deep product, technology, and GTM experience in enterprise markets such as Cloud, SaaS, AI/Machine learning, IoT, Cyber Security, Big Data, Storage, and Chip/Semiconductors. He has strong operating experience with startups as CEO at Caspida, Cetas, Kazeon, Sanera, and Rio Design and in public companies as SVP & GM roles at ServiceNow, Splunk, VMware, and EMC.
To know more about Mr. Sudhakar, visit: https://www.linkedin.com/in/muddusudhakar