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.