Business Fortune
Aisera, a Palo Alto-based software company, provides an artificial intelligence-driven service solution that automates operations and supports 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.
Both internal use cases (IT, HR, workplace services, and finance) and external use cases (customer care & support) are served by the Aisera AI Care Experience (AISX) platform.
The following are the main tasks that customers partner with Aisera to help in their businesses: a) Customer Service and Help Automation; b) IT Help Desk/IT Service Desk; c) Sales & Marketing; d) Business Services; and e) Operations (IT Ops, Cloud Ops, and DevOps).
The Business Fortune reached out to Aisera’s California offices and met with Muddu Sudhakar (co-founder), who acts as the company’s Chief Executive Officer. These are his words.
Interview Highlights
Which approach does Aisera take to go above and beyond for its clients?
Since we are primarily a product company, our approach is to assess our own success metrics to make sure we are consistently creating value. a) Does the consumer see any business value? b) Does the client get a return on investment in the same year? b) Are we helping the customer save real money? (reducing—llicense fees, subscription fees, extra expenditures for human resources), and d) the number of support cases that AI can automatically handle without human intervention? (without human intervention).
Our tagline also reflects this value proposition:
Automate the routine, elevate the humane: With the help of AI and automation user adoption, we help your staff advance in their professions. Our AI Virtual Assistants can handle routine, monotonous, and repetitive jobs (regardless of their complexity) by automating workflow and processes, freeing up agents to concentrate on more crucial and high-value tasks.
We also want to help our users advance their careers by offering certificates for our goods. In order for them to become subject matter experts in creating AI workflows, we want them to develop these intricate workflows and process automation flows. Therefore, business leaders who wish to oversee their company's digital transformation initiatives and consider career development options for their staff members should get in touch with us to find out how we can work with them as a strategic partner on their adoption of AI and automation as well as digital transformation.
What's the deal with Aisera's AI-powered service experience solution? Why is it revolutionary anyway?
The AI-driven service experience solution from Aisera promises to enhance user satisfaction for all users, including operations, DevOps, end users, and workers.
Employees: Aisera is positioned between their IT Ticket Management Systems (ITTMS) for service desk or help desk support (ServiceNow) and their collaborative tools (MS Teams). Thus, whenever an employee needs assistance or has a problem to be solved, Aisera's AI Chatbot will assist them in doing so with little to no assistance from a human agent.
For End Users: Our AI Customer Service Chatbot can help resolve issues without requiring the involvement of a customer support professional in cases where you demand instant assistance and require customer support.
All users can utilize our AI chatbot solution as their personal concierge, ready around the clock to assist with any issues.
Predictive Intelligence for IT Operations: Our AIOps technology has the ability to foresee service interruptions and performance problems with high accuracy, even before they happen. And by using our AI Service Experience Platform to increase predictability, efficiency, and automation, we can help our clients save millions of dollars.
What plans do you have in place to support innovation in your business?
Since innovation is ingrained in our DNA, it drives our go-to-market strategy when introducing new goods to consumers. We also encourage all departments within the organization to excel in their particular domains by participating in communities related to their areas of expertise and spreading their knowledge and learning widely.
In five years, how do you envision Aisera changing, and how do you envision yourself bringing about that change?
Every year, Aisera grows and changes at an exponential rate; our goal is for the entire organization to increase by 200% to 300% YoY. Our organization's success is driven by our committed and enthusiastic staff, our creative and inventive clients, and our strong partner community. As we expand and thrive, we need more of these people to join us on this adventure.
Most importantly, people are the center of our growth trajectory, and we have very defined goals. Having said that, we are still seeking to add at least 100 employees in the upcoming 12 months as part of our objective to recruit outstanding talent from around the world.
Muddu Sudhakar, CEO & Co-Founder
Muddu Sudhakar is an accomplished executive, investor, and businessman. Deep product, technological, and GTM experience in cloud, SaaS, AI/ML, IoT, cyber security, big data, storage, and semiconductors and chips are among Muddu's corporate market specialties. He has held executive positions in public corporations as SVP & GM at ServiceNow, Splunk, VMware, and EMC, and in startups as CEO at Caspida, Cetas, Kazeon, Sanera, and Rio Design.
