Zoom saw unprecedented growth, which created a need for AI and automation for its customer service to offer a great user experience with accurate and timely service request resolutions. Zoom chose to partner with Aisera to deliver automated case resolutions for billing, subscription management, and technical support-related customer requests. Aisera’s AI Customer Service solution has been instrumental for Zoom’s customer service organization to deliver an exceptional user experience and improve overall customer satisfaction.
Nick Chong
Head of Global Services & Support
Solution
Customer Experience
Ticket AI and Form Intercept
Use Case
Contact Management
Product Troubleshooting
Ticket Management
Achieve Stellar Results with AiseraGPT for Enterprise
11.3K
Agent Hours Saved in 6 Months
65%
Improved Mean Time To Resolution (MTTR)
85%
Improved CSAT
Digitally Transforming Customer Experience
With Generative AI, While Scaling Business Operations
With rapid customer growth, Zoom was looking to improve customer experience through a ChatGPT-like experience with self-service and auto-resolution capabilities. Aisera’s Generative AI solution helped Zoom efficiently scale support operations with self-service resolutions for users by automating complex to simple products, services, and troubleshooting challenges. By resolving cases for agents, and freeing them up for other tasks, Aisera helped Zoom save 11,375 agent hours. As more customers served themselves, the number of service and support requests that reached customer service decreased. This sped up timeframes to resolution for customers and allowed agents to handle more complex issues.
