Our self-service rate is over 70%, well above the industry average of 20 to 30%. We are using the built-in analytics to determine what is and is not working and tuning the ontology to be even more specific to our business. That should raise that rate even higher.
David DeMarco
SVP Business Technology
Solution
Customer Experience
Conversational AI
Use Case
Product Troubleshooting
Live Agent Support
Information Lookup
Carta Help Center
Proven Results
74%
Auto-Resolution Rate
95%
Self-Service Customer Satisfaction (CSAT)
$1M
Cost Savings in Case Deflection
Scale Your Self-Service With Conversational AI
Carta needed the ability to quickly scale customer service while improving its CSATs. Challenges in their knowledge base-only approach to customer self-service meant most issues required an agent to assist. With data scattered across its landscape, Carta lacked a complete view of how to respond to service trends. As a financial services company, PII compliance including data anonymization, redaction, and encryption were also key requirements for any solution.
Through Aisera, Carta achieved 95% customer satisfaction (CSAT) and $1 million in cost savings. Aisera’s Conversational AI platform provided fast, accurate, and around-the-clock auto-resolutions to deliver better self-service experiences for its customers.
