Supernova Award Category
Future of Work: Employee Experience
The Problem
Among the many factors that continue to drive change in today’s ever-evolving business landscape, two stand out: digital transformation and COVID-19. The COVID crisis has left many leaders faced with a clear challenge: scaling their support organizations without adding headcount or risk losing their loyal customers. The challenges with supporting remote workforces suddenly changed, resulting in new mandatory requirements for an agile, flexible, yet resilient approach to delivering better user experiences while trying to maintain business growth.
The Solution
Digital interactions are the new norm, where large populations of remote workers require support services. The best modern support experiences leverage AI and hyperautomation to give users a frictionless experience across all channels. Scaling service experience with self-help AI-driven resolutions and end-to-end automation to augment business tasks, actions, and workflows are the key to accelerating business transformation. Aisera is leading today’s transformation to streamlined, enterprise-wide, end-to-end automation for Employee Service Desks. Aisera’s innovative unsupervised NLP-based Conversational AI and RPA solutions offer the world’s first scalable, personalized, proactive, and secure AI self-service experience—enabling unprecedented user satisfaction across requests, business processes, tasks and workflows. Aisera offers swift accurate handling of the exploding volumes of low-level, routine queries from remote offices.
The results
Rising ticket volumes put a strain on Zoom’s service agents as they were routinely bombarded by common and repetitive support requests. To offload mundane work from employees while providing them with fast resolutions to their IT issues, Zoom searched for a unified self-service virtual assistant that would rapidly integrate with their existing platforms to streamline processes and instantly resolve support requests across Zoom Chat.
Zoom launched Aisera’s AI Service Desk, including a Conversational AI virtual agent, to provide its employees with unified self-service across company channels. Aisera quickly integrated with Zoom Chat, enabling Zoom employees to find relevant answers to their questions instantly without having to wait for a live agent. With common IT issues resolved in seconds rather than days, employees can now get back to work faster while service agents have more time to address complex queries. If needed, employees are quickly and seamlessly escalated to an agent through automated ticket creation. Aisera also automates employee processes such as provisioning software access using Conversational Robotic Process Automation (RPA). With their top requested workflows automated for them, Zoom employees now enjoy higher levels of engagement, additional productivity, and more time to attend to higher-value tasks.
Metrics
The benefits of Aisera’s AI Service Desk were quickly apparent, with a 60 percent auto-resolution rate and 90 percent improvement in mean-time-to-resolve (MTTR) on the first day of launch. Service agents saw an immediate decrease in ticket volumes as employees flocked to Zoom’s virtual agent to resolve their IT support requests, boosting agent productivity by 85 percent. By automating repetitive workflows and empowering employees to serve themselves, Aisera dramatically improved employee engagement, productivity, and satisfaction (ESAT), all while significantly reducing service desk spend.
The Technology
Aisera’s unprecedented level of service desk automation calls upon a trio of technology breakthroughs: Conversational Robotic Process Automation (RPA), Conversational AI and TicketIQ. This trio provides immediate resolution of support requests, available 24/7.
Disruptive Factor
From the start, Aisera's goal was to provide enterprise-wide digital transformation and to improve the lives of service agents. Now, under COVID-19, we are able to accelerate collaborative self-service for remote workforces and provide autonomous service solutions to meet growing support demands of digital consumers, all while reducing SaaS subscription costs for our customers.
Shining Moment
By the numbers, Aisera's platform has increased from 10M users to 65M users within a year. The benefits continue to improve for our customers as we began with seeing 45-60% auto-resolution rates within Day 1 of implementation, which is now 65-80%. Aisera's out-of-the-box features have soared from 200+ pre-trained workflows for task automation, to 1200+ workflows along with 400+ integrations to ticketing and knowledge systems and counting.