What impressed us was Aisera’s unsupervised learning capabilities. Also, we think about intent recognition as a foundational capability for support, and Aisera had the best intent recognition entity we could find.
Technical Program Manager
Intelligent Customer Support
Reduced Mean Time To Resolution (MTTR)
Average Prediction Accuracy
Agent Hours Saved
Scale Your Customer Service With Agent-Assist
Snowflake was struggling to scale its support services for its large customer base. Customers faced long wait times to solve issues as the traditional ticketing system became unsustainable with such a high ticket volume. The company sought to improve its Mean Time to Resolution (MTTR), case deflection rate, and overall support team efficiency. By reducing ticket volumes and improving their support team’s efficiency, they would be able to improve the overall customer experience.
With Aisera, Snowflake realized a 63 percent reduction in MTTR, saving 32,000 agent hours. Aisera’s agent assist capabilities have helped Snowflake scale its service operations and the impact of the support team overall.