Zoom is a cloud-based video conferencing tool that lets you host virtual one-on-one or team meetings easily. With powerful audio, video, and collaboration features, this remote communication tool connects remote team members with each other. Zoom’s key features include: HD video chat and conferencing. During the pandemic, Zoom has experienced unprecedented growth challenges that hampered customer experience and on-time service delivery.
Aisera, an AI Customer service, provided Zoom Video Communications the benefit of the world’s first proactive, personalized, and predictive AI Customer Service solution that interactively automates workflows for tech support, billing, and technical support requests. With Aisera, Zoom was able to reduce the customer effort in automating customer service & support functions by automating case resolutions across the Global Service and Support organization improving service delivery, productivity, and boosting customer experience.
“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 Aisera to deliver automated case resolutions for billing, subscription management, and technical support-related customer requests. Aisera’s AI Customer Service solution has empowered Zoom’s customer service organization to deliver an exceptional user experience and improve overall customer satisfaction.”
Nick Chong, Head of Global Service & Support, Zoom
“We’re very excited to work, partner and continue the journey with customers like Zoom. Aisera is continuously investing in people, product and technology. We want to help organizations to strengthen their Customer Intelligence and Customer Service functions to gain greater value and insights leveraging AI and Automation. We’re thrilled to provide scalable and high-performance AI-powered Customer Experience and Customer services to help users resolve service requests and troubleshoot technical and product issues. Our goal is to enable businesses to offer concierge-level capabilities and expedite customer resolutions promptly, autonomously, and seamlessly.”
Muddu Sudhakar, Founder and CEO, Aisera