AI Service Desk

Empowering proactive, predictive, and prescriptive auto-resolution of tasks, incidents, and actions

Automated Help Desk Software

Deliver an exceptional employee experience with AI Service Desk. Purpose-built for employees, Aisera’s AI Service Desk plugs right into the service desk ticketing system and help desk products you already use. It learns from every touchpoint while automating repetitive inquiries and workflows with Conversational Automation. Aisera also provides the capability to transfer conversations seamlessly to a human agent when required. AI Service Desk includes Conversational AI & Automation and Ticket AI to:

  • Auto-resolve incoming requests instantly
  • Reduce repetitive work and improve employee productivity
  • Improve employee satisfaction
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Data Sheet

Featured Capabilities For Help Desk Support

Aisera’s cloud-native solution combines purpose-built generative AI to deliver a world-class employee experience. Our AI Service Desk Solution comes with pre-built intents and workflows to completely automate the resolution of help desk support issues.

Knowledge Extraction and Resolution

Aisera’s deep integration with knowledge base systems, collaboration apps, files, and web crawlers ensures that any unstructured content is automatically converted for autonomous knowledge resolution with Conversational AI.

AI Service Desk, Help Desk, IT Service Desk, HR Automation

Generative AI for Enterprise

Aisera’s generative AI for enterprise capabilities includes intent matching, intent disambiguation, context switching, and awareness and exception handling to provide human-like ChatGPT conversational experience, Natural Language-driven multilingual conversational interactions.

Conversational AI, Knowledge Management, AI Chatbot

Process Orchestration & Automation

Aisera’s 1200+ built-in integrations to various applications and help desk products ensure that customers can quickly build and deploy automation flows with its no-code visual studio.

AI for ITSM, Workflow Automation, Workflow Orchestration

Conversational Service Catalog

Serve Answers From Multiple Service Catalog Sources
Automatically import service catalogs from existing service desk ticketing software such as ServiceNow and BMC and convert them to native Conversational-driven catalog experiences, including Aisera’s Service Catalog and 3rd party catalogs.

IT Service management, IT Service Desk, AI Service Desk, ITSM

Seamless Escalation to Automated Ticketing Systems

Auto-detect sentiment and escalating conversations to seamlessly connect to a live agent or handoff to agents for further processing by integrating to leading IT service desk ticketing systems such as ServiceNow, Jira, and BMC.

AI Service Desk, AI Help Desk, IT Service Desk, IT Support

Automated AI Learning

AI that automatically and continuously learns from previous tickets, knowledge sources, and conversation logs improves the virtual assistant’s understanding and accuracy in the auto-resolution of support requests.

AI Service Desk, AITSM

What Our Customers Say

"Aisera is leading AI technology that enabled us to improve our productivity while still providing a compelling customer experience. Our partnership with Aisera has allowed us to achieve significant business outcomes, and we are now seeing appreciable deflection of cases within the addressable spectrum for Aisera."
Aneel Jaeel
SVP, Customer Success Group at McAfee
“During these challenging times, NJ Transit provides essential transportation to hospital workers, first responders, and others on the front lines. We partnered with Aisera’s AI Service Desk and Microsoft MS Teams in providing self-service to users, employees, and service agents to improve NJT operations, productivity, and user engagement.”
Bilal Khan
Chief Technology and Security Officer at NJ Transit
"At Dartmouth, we wanted our faculty and students to have immediate answers to their Information and Technology questions online, especially during COVID. With Aisera, we have seen over 60 percent of all IT service desk inquiries auto-resolved through Aisera’s AI Service Desk. Aisera is helping us achieve our goals to innovate and deliver an AI-driven conversational service experience throughout our institution. Our service desk staff and customers are extremely happy with our new next-gen service desk delivery model."
Mitch Davis
CIO at Dartmouth
"Aisera is a leading-edge technology that delivers immediate value. Aisera’s AI Service Desk solution is very unique in improving user experience and resolving IT requests autonomously—reducing the workload on service desk teams, while enabling them to focus on critical business issues."
Gary Wang
Federal Vice President, Cloud, Infrastructure, and Security Services at SAIC/Unisys
“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 at Zoom
“Dave wants customers to feel empowered when using our product. Conversational AI a great way for us to immediately provide value and elevate our customer experience. Aisera is a partner we could collaborate with to create and quickly deploy a smart solution that puts customers first, enabling us to see results almost immediately. We look forward to growing with Aisera as a partner and creating dynamic customer solutions.“
Mia Alexander
VP, Customer Success at Dave
"At Ciena, we want our employees to be productive. This means they shouldn’t be trying to figure out how a ticketing tool works, nor should they be waiting around for a tech to fix their issues. We believe that 75 percent of all incidents can be resolved through Aisera’s technology, and we believe we can apply Aisera across multiple platforms. Aisera doesn’t just make great AI technology, they understand our problems and partner with us closely to achieve our mission."
Craig Williams
CIO at Ciena
"Aisera's technology helps us predict complex operational issues before they can affect our business operations. Aisera’s AI Service Experience solution provides value for Autodesk by successfully detecting and predicting major incidents to improve business uptime and service availability."
Prakash Kota
CIO at Autodesk
We chose Aisera to provide Medallia employees great employee experiences as we moved campuses in the Bay Area and continue to scale and increase our global facilities footprint. The Medallia Work Place Services (WPS) team implemented the Aisera platform and its AI-driven chatbot as its first form of global support.
Ashwin Ballal
CIO at Medallia
"Aisera is definitely cutting edge above a lot of other vendors we looked at. Automated intelligent workflows really stood out with Aisera and we saw an immediate pick up in resolution rates that reduced customer effort and helped us drive business outcomes."
Randy Barr
CIO at Aryaka
"Aisera’s AIOps solution is yielding good benefits and value for Autodesk's IT Operations and Service Management teams by preventing outages. Autodesk is now able to proactively detect and predict major incidents with Aisera’s Major Incident Predictor and Dynamic CMDB. Aisera is helping us improve business uptime and service availability by auto-resolving incidents and delivering a fast MTTD."
Navaneeth N
Operations Manager at Autodesk
"As a service provider to businesses ranging from mom-and-pop shops to global enterprises, 8x8 is always looking for ways to innovate our customer service experience, and Aisera is a critical part of that. Their Conversational AI empowers us to auto-resolve support requests in seconds, and our customers love how quickly they can get answers to get on with their business. Aisera's AI Customer Service solution is game-changing!"
Joel Sandi
Sr. Manager, Customer Support Operations at 8x8
“Aisera’s AI technology is transforming our Service Desk to enable a true self-service experience for our employees. With Aisera, we can provide faster solutions to employee problems and provision their requests from IT. Aisera's conversational AI and RPA have significantly improved our employee experience in requesting catalog items and searching knowledge bases for relevant answers to continuously self-learn and improve."
Shankar Subramanian
IT Service Desk Manager at Ciena
“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 at Zoom

AI Service Desk FAQs

What is the role of a service desk?

The role of a service desk is to focus on a variety of ITSM activities, including incident management, self-service, reporting, knowledge management, asset management, and service request management. These are robust, service-oriented departments that are built around connecting IT to customers to provide the timely help.

What is AI helpdesk?

An AI-driven helpdesk utilizes a unique combination of Generative AI and automation to intercept and resolve support requests with end-users while automating your most repetitive tasks, actions, and workflows.

What is difference between helpdesk and service desk?

A help desk is built around providing help. A service desk provides service. In other words, a help desk is solutions-oriented. The aim is to fix the problem – nothing more and certainly nothing less. A service desk, on the other hand, is also focused on delivering service to an end user such as new employee onboarding, new hardware, etc. We explained the differences in detail in service desk vs helpdesk Article.

What software is used for IT help desk?

Software such as ServiceNow, Zoho Desk, Freshdesk, BMC, Cherwell, and more organize requests and inquiries into tickets for support agents and helps to streamline support with workflows and automation.