Aisera

Aisera is an AI-powered service automation tool that handles IT, HR and customer support questions through chat and voice conversations.

How to use Aisera

1. Sign up for a trial or licence and connect your ticketing system, knowledge base and communication channels.
2. Import FAQs or past incidents so the virtual agent can learn from existing material.
3. Train intents by reviewing suggested topics and confirming or editing the phrasing it detects.
4. Deploy the agent on Slack, Microsoft Teams, web chat or phone using the provided connectors.
5. Monitor live sessions in the admin console, tweak replies and add new skills as fresh queries appear.
6. Track resolution rates, response times and user satisfaction through the built-in reports.

My Experience With Aisera

Advantages

• Quick wins out of the box: After linking ServiceNow and Slack I saw the agent close routine password-reset tickets within hours, easing the help-desk queue straight away.
• NLP accuracy: Even regional slang and misspellings were recognised during our HR pilot, cutting the need for manual interventions.
• Broad channel coverage: Email, chat, voice and even SMS worked without extra middleware, so colleagues could stick with their favourite medium.
• Smart deflection rules: The tool suggests knowledge articles before opening a case, which trimmed incoming volume by roughly one third in our first month.
• Role-based access: Admins, subject experts and analysts each get tailored dashboards, making governance simple.

Drawbacks

• First-time setup takes patience: Mapping custom fields between Jira Service Management and Aisera needed manual JSON edits, something less technical teams might find tricky.
• Price transparency: Quoting is handled through sales only, and the usage-based model became hard to predict once chat traffic spiked after a product launch.
• Reporting depth: While headline metrics look good, exporting granular data for my BI stack required an extra API call that is limited to 10,000 rows per day.
• Voice hand-off delay: During phone tests the handover to a human agent sometimes took four or five seconds, long enough for callers to assume the line had dropped.

Aisera removed a hefty chunk of repetitive work from our service teams, yet anyone considering it should budget time for the initial mapping exercise and keep an eye on usage costs once adoption grows.