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

Proven Results

11,300

Agent Hours Saved in 6 Months

65%

Improved Mean Time To Resolution (MTTR)

85%

Improved CSAT

Zoom Customer Service

Digitally Transforming Customer Experience While Scaling Business Operations

With rapid customer growth, Zoom was looking to improve customer experience through self-service and automation. Aisera’s 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, 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.

Zoom CS Case Study