TicketIQ

Ticket intelligence that auto-resolves service requests for greater employee and customer satisfaction and improved agent productivity

TicketIQ

Aisera’s TicketIQ brings intelligent automation to classify and route high volumes of tickets and cases, improve resolution times, and employee and customer satisfaction. TicketIQ empowers agents by recommending similar tickets and cases, knowledge articles, and next-best actions.

By supporting service desk teams through historical ticket and cases analysis and auto-classification, TicketIQ reduces MTTR, bounce rates, and misclassification.

  • Auto-resolve support requests across channels
  • Automatically assign and route tickets and cases to the right agents
  • Recommend next-best-actions for ticket and case resolution
  • Automate knowledge resolution and ticket/case resolution notes
  • Agent coaching with AI-driven recommendations

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TicketIQ Solutions for Leading Platforms

Featured Capabilities

Aisera’s TicketIQ automates repetitive and time-consuming processes of creating, classifying, routing, and resolving ticket and cases for agents. TicketIQ’s intelligence and agent-assist gives IT, HR, and Customer Service tams 24×7 AI-powered guidance to quickly resolve issues and decrease mean-time-to-resolve (MTTR). TicketIQ integrates with existing ticketing and case management systems to fully automate problem resolution.

Auto-Resolve Support Requests

Automatically resolve support requests with the correct resolution derived from knowledge articles, macros/templates, historical tickets or cases, with a high confidence level for predictions.

self-service AI

Auto-Classify Tickets

Auto-triage tickets and cases by classifying, routing, and assigning them to the right service agent or teams thereby dramatically improving productivity.

ai automation, agent assist

Agent-Assist

Real-time intelligent guidance that suggests knowledge articles provides insights on similar tickets or cases, resolution notes, and offers next-best actions to help agents quickly resolve issues assigned to them.

AI Service Management, TicketIQ

Reinforcement Learning

Continuous AI learning that learns from past resolved tickets and cases provided by trusted agents to automatically close knowledge gaps and improve prediction accuracy for future requests.

IT Helpdesk, Self-service AI

Performance Analytics and Audit

Analyze the performance of ticket and case prediction accuracy and identify areas of improvement for agent coaching with out-of-the-box KPI’s and reports.

ticketIQ, IT service management

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

Deliver exceptional employee and customer experiences while reducing service costs

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