Aisera Raises $90M for AI Customer Service
AI customer service platform developer Aisera has raised $90 million in a Series D funding round led by Goldman Sachs and Thomas Bravo. Aisera offers businesses a combination of natural language understanding and robotic process automation to perform like a human operator at a contact center in processing and fulfilling requests from customers.
Aisera uses an unsupervised NLU model of AI to analyze requests from customers conveyed through email, chatbot conversation, or phone. The algorithm then turns to connected sources like Oracle and Salesforce to gather information about the customer and their request to craft a personalized answer to the customer and the steps necessary to fulfill it. The RPA comes into play at that point, imitating how people use basic software to complete the customer ticket. Though complex, Aisera claims its AI raises successful customer interactions by asa much as 85%, even as costs fall to as little as 30% of what they were. Goldman Sachs Asset Management and Thoma Bravo were joined by nearly a dozen other investors, including Zoom Ventures and Silicon Valley Bank. The capital will go toward helping Aisera keep up with its rapid growth since its 2017 founding. The company reports more than 75 million users and 300% growth year-over-year.
“AI has become necessary to support employees in today’s highly inflationary, work-from-anywhere environment and customers who expect to get the help they need expeditiously,” Aisera CEO Muddu Sudhakar said. “Advances in conversational AI deliver better experiences than traditional support solutions like legacy ITSM and Customer Support providers. With the injection of growth capital from Goldman Sachs and Thoma Bravo, Aisera will be the invisible hand of innovation that enables all users – across all lines of business and industries – to get the support experiences they’ve come to expect without human latency, error, or disruption. With our AISX capabilities, enterprises can resolve issues, drive activation, and tap critical intelligence sources in minutes versus days.”