Aisera delivers on both promise of effective AI solution, dedication to partnership for success
What do you like best?
Aisera is young and has a still-developing platform that somehow manages to deliver pretty amazing results form the jump.
What really makes working with Aisera enjoyable and boosts the performance of their product as it continues to mature is the effort and availability they dedicate to collaborative partnership. The Aisera team is intimately familiar with our use case, our objectives, our systems, and our team -- primary and secondary stakeholders, product managers, and development engineers on BOTH sides. The level of engagement we enjoy with Aisera allows us to not only leverage the platform to the extent of its capabilities, as well as be creative designing the user experience and 8x8-specific functionality, but also move fast on delivering while staying in close sync. They are great partners and great people, and even (rare) difficult conversations are had with ease, openness, and understanding.
What do you dislike?
Though developing rapidly, the platform is still young and there is a lot of work to be done to catch up with OOB features and configurability you might already see as standard in other enterprise conversational AI solutions. In particular, administrative roles and controls, as well as better casual intent filtering in conversation performance reporting, need continued work to achieve ideal manageability. They are close to reaching that next level of administrative sophistication, but not quite there yet.
Recommendations to others considering the product:
Know and be clear about the objectives you want to achieve, and realistic about the approach that will require (whether all at once on go-live, or phased into the experience). Understand clearly what constitutes a feature request that will be part of the product roadmap and custom development services, and which is sufficient to your needs. Be available (because Aisera is always ready to engage) and have data to share to drive the AI forward. And understand that AI does not work perfectly or improve out of thin air. Especially if your customer base, content set and/or product suite have complexity and nuance, a lot of initial and continuous refinement will be necessary to get the best results. Set appropriate expectations. And make sure key x-functional collaborators on both sides are introduced early in the process.
What problems are you solving with the product? What benefits have you realized?
We are working on making sure the knowledge content we work very hard to produce and refine via the KCS methodology is leveraged to the maximum extent possible and make answers immediately and easily available to our customers. We are also working to reshape our incoming support traffic towards our web and chat channels and away from the phone for both customer and internal efficiency gains. Almost out of the gate, Aisera's solution was resolving questions at a 40% clip. These days, we are cresting 50% resolution to go along with in-experience hand-offs to live support via chat, web case, and callback requests as needed. Having developed a complete person for our bot (Otto), we have literally made the Aisera AI Service Desk the face of and primary gateway to customer help and support.
