How AI services startup Aisera is helping companies adopt machine learning to automate tasks

How AI services startup Aisera is helping companies adopt machine learning to automate tasks

  • Aisera automates customer and employee queries to direct them to the right application.
  • The startup counts Zoom, NJ Transit and fintech startup Dave among its clients.
  • This article is part of Enterprise Tech Blueprint, a series exploring the strategies leading companies use to innovate and grow.

Aisera CEO Muddu Sudhakar believes that artificial intelligence will devour the world.

More companies are beginning to adopt AI in key parts of their business, and Sudhakar predicts that it will become part of every company’s technology stack.

His startup, Aisera, uses machine learning and natural language processing to solve customer service, IT, sales and operations problems by integrating with a host of enterprise apps such as Zendesk. , Salesforce, Amazon Web Services and ServiceNow.

Aisera has grown dramatically over the past year and now has over 75 million users across companies including fintech startup Dave, Zoom, cloud data company Snowflake, cybersecurity firm McAfee and even NJ Transit, which operates transportation services in New Jersey. . He recently raised $90 million in Series D funding from Goldman Sachs Asset Management, Thoma Bravo, Khosla Ventures and Menlo Ventures.

The startup also offers a conversational AI service, or a chat service, in several languages ​​intended to solve certain problems quickly.

Companies are calling for AI-based technology like Aisera’s, Sudhakar says, because they want their employees to focus their time and attention less on rote tasks and more on those that require human intervention.

“I didn’t have to convince a lot of clients because they knew that as growing businesses they needed a better way to answer questions,” Sudhakar said. “Clients have come to us and said, ‘I have too many requests for Zendesk or Salesforce, but they’re not the right people to answer these questions.’”

Interest in AI has grown over the past few years, especially from venture capitalists. Funding for AI, machine learning and data analytics reached $115 billion in 2021, according to data from PitchBook. Investors like Foundation Capital, New Enterprise Associates, Tiger Global Management and Microsoft’s M12 have poured capital into the space.

AI startups like Protex AI, which analyzes protocols in warehouses and construction sites to identify accident risks, and, which automates sales processes and content, have raised capital funds -risk this year.

Sudhakar said the pandemic has accelerated the adoption of automated customer and IT solutions. In addition, the need to close a large number of call centers and the management of remote workforces have made it more important to route requests faster.

“With COVID, people had to rethink their business models. They couldn’t get so many people into one room to answer calls anymore,” he said. “Employees were at home taking care of their children, and the last thing they wanted to do was talk to someone to solve a quick problem.”

Aisera customers can choose which SaaS provider they want the platform to point to. For example, Dave uses Aisera’s conversational AI for its 24/7 customer service, allowing the startup to resolve customer questions before escalating them to a human if the question is more complicated. Sudhakar said this has helped to reduce the number of tickets from customers or employees.

Other customers, the company said, have had similar success. Aisera pointed to educational platform Chegg, which uses an Aisera-powered in-house virtual assistant called Shelly, to free up its service desk employees to do more complicated work.

Chegg uses automation for its technology, engineering and finance departments. Brian McGuiness, vice president of IT operations at Chegg, said the company and Aisera have worked closely to adapt Shelly to the company’s culture and workflows so that employees actually use the service.

According to McGuiness, 84% of requests handled by Shelly in 2021 “were resolved to the requester’s satisfaction”.

“Leveraging automation helps IT quickly and successfully resolve many simple and repetitive requests,” he said. “Thanks to Shelly, Chegg’s Global Service Center technicians can better focus on complex problem solving and proactive support.”

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