We’ve been able to launch Aisera globally and it has resulted in significant gains. Since we’ve installed Aisera, we have seen a flattening reduction in support cases while we continue to have explosive growth.
Senior Director, Global Technical Solutions
Conversational AI & Automation
Intelligent Customer Support
Customer Satisfaction (CSAT)
Agent Hours Saved
Scale Self-Service and Cut Costs with Conversational AI & Automation
With a growing volume of support requests across channels, Reputation was struggling to scale its support services. While customers experienced long wait times to resolve issues, agents simultaneously faced growing ticket volumes, decreasing customer satisfaction, and reduced productivity. With continuous high-growth and rising support costs, Reputation saw a need to improve its overall customer experience for its 116,000 users, all while reducing operating costs.
By adopting Aisera’s solution, Reputation boasts a 60 percent auto-resolution rate and has saved 10.6k agent hours. With improved access to self-service options, Reputation customers enjoy effective support that is available anytime, anywhere. With Aisera, Reputation can support the needs of its growing customer base while reducing operating costs and continuing to provide high-quality customer experiences.