By streamlining our employee service experience to auto-resolve support requests using workflow automation, knowledge, and service catalogs from ServiceNow, Aisera enables Zoom employees to get instant answers to their IT issues. We are ecstatic with the results and benefits that Aisera’s AI Service Desk has given us.

Gary Chan

Head of IT Infrastructure and Employee Services

Solution

Employee Experience

Conversational AI & Automation

Use Case

Universal Bot

Automation for IT & HR

Proven Results

78%

Auto-Resolution Rate

80%

Increased Employee
Satisfaction

85%

Improved Agent
Productivity

90%

MTR Improvement

Happy Bot

Instant Employee Support with AI

With over 5,000 monthly tickets and a rapidly growing customer base, Zoom sought to improve its current level of automation and self-service for employees. Zoom leverages Aisera’s AI Service Desk and Conversational AI virtual agent to provide its employees with unified self-service across company channels. By equipping employees with intelligent self-service resolutions, Zoom quickly improved its auto-resolution rate, employee satisfaction, agent productivity, and MTTR. Through Aisera’s 24×7 virtual agent, Zoom continues to ensure top-tier employee satisfaction and proactive support solutions. Zoom improved employee satisfaction by 80% and reduced support costs by $1 million.