Aisera Agent Assist
AiseraReviews from AWS customer
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Good support experience not only for Web AI chatbot users but also AI Service Desk users
What do you like best about the product?
UX of AI Service Desk admin console is designed to be intuitive. Also each menus and options on the console are responding well.
This is an advantage not only for user’s initial learning but also daily operation.
During the readiness work for implementation, AIERA team provided comprehensive support to us.
Especially training session provided from AISERA’s customer success manager was very extremely to understand architecture and admin console deeply.
As a result, we have smoothly implemented AI chatbot service to our support portal.
After the go Live, we can maintain higher resolution ratio collaborating with AISERA team.
This is an advantage not only for user’s initial learning but also daily operation.
During the readiness work for implementation, AIERA team provided comprehensive support to us.
Especially training session provided from AISERA’s customer success manager was very extremely to understand architecture and admin console deeply.
As a result, we have smoothly implemented AI chatbot service to our support portal.
After the go Live, we can maintain higher resolution ratio collaborating with AISERA team.
What do you dislike about the product?
Although it may sound too specific, new items cannot be added to knowledge Intention and Entity by admin console user directly.
But this is just by design and not negative impact for daily operation.
But this is just by design and not negative impact for daily operation.
What problems is the product solving and how is that benefiting you?
We have improved customer support experience after implementing AISERA Web AI chatbot.
Also have captured customer’s intention for support content in real time with admin console’s report feature.
Also have captured customer’s intention for support content in real time with admin console’s report feature.
Recommendations to others considering the product:
There might be pros and cons, but I found the AI Service Desk is very useful to me than other AI chatbot tools because intuitive UI and admin console performance, excellent support service.
Less operational overhead and customizable guided experiences
What do you like best about the product?
As our business adds or removes customer-facing documentation, this solution accounts for that by automatically adding or subtracting those articles from its model - no human intervention required to update links or retrain models. Customers are shown the most up-to-date content with little operational overhead to our business. There are also many customization options available for admins to refine what we present our customers. These range from simple color changes of specific elements, fine tuning greetings or responses, or using pattern recognition to identify when a customer attempts to type something like an email address or product code. The admin dashboard for metrics is easy to learn and operate.
What do you dislike about the product?
This company subscribes to the SaaS model for software publishing, so your business will have to align its testing and validation schedules to that of AISERA. A staging environment is provided for us where we can preview changes and determine if there will be any impacts to production. If there is an impact to your service that will be moving to production soon, your only two options are to request AISERA delay the update and fix, or take them off your website entirely. I sometimes find myself feeling limited by the reporting functionality in that I would like an easy way to collect all the raw data for use in visualization and automation tools like PowerBI.
What problems is the product solving and how is that benefiting you?
We are using this tool to allow customers to have a conversational self-help session on our support website without waiting in phone or chat queues. Customers benefit from instant help via documentation they can find using their own language. Benefits to our business would be less overhead to manage this solution, and less volume to our phone and chat queues.
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