AI service experience platform Aisera has announced the availability of its solutions on Zendesk's Sunshine Conversations Marketplaces. The joint partnership will expand across use cases in Customer Service, Support, Sales and Marketing, and e-Commerce. Zendesk customers will benefit from Aisera's AI and Automation platform by enabling deep integrations to Zendesk database and messaging capabilities.
Integrating with Zendesk offers customers AI-powered service experience solutions, as well as workflow automation, while also providing agents with AI-powered assistance. Moreover, this integration will enable Aisera to provide self-service experiences throughout Zendesk-supported channels, such as email, social, and SMS. If the interaction demands human support, Aisera leverages Zendesk Agent Workspace for a seamless transition to a live agent. In addition, agents have access to chat history, thus making sure they have all the necessary information to solve the issues and boost the experience.
"Aisera's AI and Automation platform will enhance the customer experience for Zendesk customers with Conversational AI, Conversational Automation, and AI Assist and Support Intelligence capabilities. We're excited to help our customers accelerate their adoption of AI to transform their customer experiences. Together, we will provide users with powerful, personalized, and proactive service experiences for enterprises," said Pascal Pettinicchio, Vice President of Tech Alliances at Zendesk.
Aisera's multilingual conversational intelligence proves to be very effective with its taxonomy of more than five billion intents and one trillion phrases in more than 100 languages. In addition, the platform collects and analyzes past tickets, interactions, and user and agent activities to further enhance prediction accuracy and quality of service.
The company claims that its platform may reduce average resolution times by 90%, boost customer success scores by 85%, and auto-resolve 75% of customer support requests.
"In today's world, where organizations are facing financial headwinds, AI and Automation are essential to keep costs down. Aisera's AI Service Experience (AISX) platform accurately detects users' intent and empowers them with instant and autonomous resolutions to their requests through self-help and automation. Agents can better focus on solving complex issues and get proactive support from the AI virtual assistant. We are thrilled to work with Zendesk and deliver exceptional improvements in customer satisfaction and agent productivity and boost cost savings," says Muddu Sudhakar, CEO and Co-Founder of Aisera.