Aisera is leading AI technology that enabled us to improve our productivity while still providing a compelling customer experience. Our partnership with Aisera has allowed us to achieve significant business outcomes, and we are now seeing appreciable deflection of cases within the addressable spectrum for Aisera.
Aneel Jaeel
SVP of Customer Success, McAfee
Solution
Customer Experience
Conversational AI
Use Case
Multi-Language Universal Bot
McAfee Bot
Proven Results
75%
Auto-Resolution Rate
75%
Improved Agent Productivity
95%
Customer Satisfaction (CSAT)
Achieving Greater Customer Satisfaction
McAfee turned to Aisera to increase the efficiency of its service agents by providing a self-service interface on the consumer portal for customers to gain immediate auto-resolutions to their issues. Their goal was to decrease long resolution times and improve the customer experience.
By implementing Aisera’s AI Customer Service solution, McAfee was able to provide an autonomous, multi-threaded dialog with customers by leveraging knowledge articles. The natural language understanding made context-based responses a very powerful differentiator. McAfee realized a 74 percent auto-resolution rate with self-service and a 75 percent increase in agent productivity.
