What Is Aisera?
Aisera provides AI-driven service automation solutions to enhance user experience and streamline enterprise operations. Utilizing machine learning and natural language processing technologies, Aisera delivers scalable solutions for IT service management, customer service, and enterprise operations. These AI tools enable organizations to automate and optimize workflows, reducing manual labor and increasing efficiency.
By transforming traditional service models, Aisera helps organizations achieve greater productivity and improved service delivery. Its approach addresses common challenges in automation and service management, providing users with faster, more accurate resolutions.
This is part of a series of articles about LLM platform.
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Aisera’s Generative AI Platform {#aisera’s-generative-ai-platform}
Aisera’s generative AI platform accelerates the development of responsible AI applications, allowing organizations to build and deploy generative AI apps in weeks rather than months. This platform offers a suite of tools, including AiseraLLM, generative AI models, and AI Studios such as Workflow, Event, Copilot, LLM, and Prompt Studio.
Bringing enterprise capabilities to generative AI
The platform enhances the accuracy of generative AI applications by leveraging domain-specific large language models (LLMs) grounded in your organization’s data. This grounding minimizes AI hallucinations and increases confidence in the generated outputs.
Cost efficiency is another advantage of Aisera’s generative AI platform. By offering flexible development options, APIs, and pre-trained LLMs, the platform enables organizations to build sophisticated AI applications at a fraction of the traditional cost.
Interactive management of generative AI applications
The platform’s AI Studios provide tools for creating and managing generative AI applications. For instance, LLM Studio allows you to integrate and execute any LLM of your choice, while Prompt Studio helps you create, test, and refine prompts to mitigate irrelevant outputs. Event Studio and Workflow Studio enable dynamic action flows and the automation of processes through a low-code/no-code interface.
Aisera’s Copilot and Hyperflow Studios further enhance productivity by enabling the creation of context-aware skill flows and dynamic task orchestration, respectively. These studios are designed to supercharge user productivity, offering real-time, natural language interactions that streamline tasks.
Select from pre-built generative models and foundation models
The platform also includes pre-built generative AI models for various functions, such as answer generation, content creation, workflow automation, code generation, summarization, and next-best action recommendations.
Aisera’s platform is built with flexibility in mind, allowing you to choose your large foundational model (LFM) from third-party providers like Azure AI, OpenAI, Google Vertex AI, Llama 3, AWS Bedrock, or Aisera’s proprietary LFM. Additionally, deep integration with data lakes and repositories (e.g., Snowflake, Databricks, Amazon Redshift, Microsoft Graph) enables organizations to unlock critical business insights and enhance data-driven decision-making.
Aisera Products {#aisera-products}
AiseraGPT
AiseraGPT is an AI-driven solution that automates tasks and workflows across various domains. This product leverages domain-specific large language models (LLMs) grounded in an organization’s data, ensuring that the responses and actions it generates are accurate and contextually relevant. By integrating natural language processing capabilities, AiseraGPT understands user requests and triggers AI workflows that automate tasks, reducing the need for manual intervention.
A key feature of AiseraGPT is its Universal Bot, which provides a unified interface for handling user requests across multiple domains. Unlike traditional, rule-based bots, the Universal Bot can generate responses and summaries in real-time, drawing from a broad range of data sources and business applications. It intelligently routes inquiries to the appropriate domain-specific bots, ensuring that users receive precise and efficient support.
Built on the TRAPS framework, AiseraGPT emphasizes trust, responsibility, auditability, privacy, and security. This framework accelerates the implementation of generative AI while mitigating potential risks.
AI Copilot
AI Copilot is a virtual assistant that manages tasks and provides timely resolutions within the enterprise. Extending the capabilities of AiseraGPT, AI Copilot acts as a concierge bot that anticipates user needs, offering notifications, recommendations, and automated solutions.
AI Copilot offers a unified interface that supports multiple domains, channels, and languages, integrating with third-party AI copilots like Microsoft Copilot and Salesforce Einstein. This allows users to receive support without needing to engage with separate departmental bots.
With AI Copilot Studio, organizations can build custom skills that address specific needs, such as creating email templates or generating reports. This studio combines prompt-based interactions with workflows to develop context-aware skills that save time and boost efficiency. Additionally, AI Copilot’s Event Studio dynamically triggers actions based on system events, enabling immediate responses and automations that leverage Aisera’s extensive library of workflows.
AI Search
AI Search is an enterprise solution that enhances workplace information retrieval by providing precise, personalized, and secure search results. AI Search understands and processes natural language queries, delivering relevant answers from across the organization’s data repositories. By constructing a dynamic knowledge graph, it recognizes and connects people, content, and interactions, ensuring that search results are accurate and contextually appropriate.
AI Search supports federated search, allowing users to retrieve information from multiple data sources, including databases, knowledge bases, chat logs, and more. It dynamically generates answers and summaries in real-time by utilizing retrieval augmented generation (RAG). The search system continuously learns from the organization’s data, improving the relevance of results and providing insightful recommendations tailored to each user’s preferences.
A key feature of AI Search is its emphasis on security and privacy. Search results are filtered based on the user’s access control list (ACL), ensuring that sensitive information is only accessible to authorized individuals.
AI Search also boosts productivity through micro-actions, enabling users to perform tasks directly within the search portal. Whether updating tickets, collaborating on code changes, or modifying file permissions, these micro-actions minimize disruptions and streamline workflows. Additionally, AI Search preserves context across search sessions, organizing search threads chronologically to enhance navigation and ensure that important information is easy to retrieve.
Agent Assist
Agent Assist is an AI-driven tool that enhances agent productivity and improves customer experiences by providing intelligent support throughout the service process. Utilizing domain-specific large language models (LLMs), Agent Assist generates context-aware answers and case summaries, tailored to meet the unique needs of each organization. By offering agents actionable recommendations and access to relevant articles, Agent Assist enables more efficient task completion and reduces operational costs.
Embedded directly within popular SaaS applications like ServiceNow, Salesforce, and Zendesk, Agent Assist delivers real-time support without requiring agents to switch between systems. This integration streamlines workflows, allowing agents to focus on resolving complex issues rather than spending time on repetitive tasks or searching for information across multiple platforms.
Agent Assist provides intelligent swarming, which automatically identifies cases that require collaboration across departments. By creating dedicated swarm channels in tools like Teams, Slack, or Webex, Agent Assist ensures that the right experts are notified and involved. This approach also includes progress tracking and daily summaries, keeping everyone informed and organized.
Agent Assist enhances customer satisfaction by providing personalized, accurate responses that reduce resolution times. With the ability to analyze sentiment and user interactions, the tool can automatically escalate tickets based on user satisfaction.
For agents handling complex cases, Agent Assist offers features like case summarization and Aisera Answers, which streamline the information retrieval process. Case summarization provides a real-time overview of the issue, actions taken, and resolutions. Aisera Answers, powered by retrieval augmented generation (RAG), searches across various sources to generate direct, natural language responses, which agents can then tailor as needed.
AI Voice Bot
AI Voice Bot is a solution that automates call handling through intelligent, human-like voice interactions. Utilizing generative AI, AI Voice Bot resolves common customer inquiries on the first contact, reducing wait times.
AI Voice Bot is customizable to fit the specific needs of any organization and is available 24/7, providing instant support to customers at all times. By integrating with existing contact center systems, whether on-premise or in the cloud, AI Voice Bot supports voice-based multichannel interactions, including SMS and messaging.
This solution reduces operational costs by automating routine and repetitive queries, lowering the number of agents required to handle calls. For more complex interactions, AI Voice Bot transitions conversations to live agents, providing context to ensure a smooth handoff. It can also assist with mid-call tasks, such as collecting personal identifiable information (PII) or conducting post-call surveys.
AI Voice Bot enhances agent productivity by allowing them to focus on more intricate customer interactions. The system provides real-time analytics and recommendations through conversation assist.
AI Service Desk
AI Service Desk transforms employee support by automating IT help desk operations through AiseraGPT and generative AI. This service desk solution combines the capabilities of a chatbot and an action bot, enabling organizations to handle complex, multi-intent requests with ease. By leveraging enterprise large language models (LLMs), AI Service Desk engages in intelligent, human-like conversations while automating workflows, significantly reducing operational costs and enhancing overall productivity.
AI Service Desk offers a ChatGPT-like experience, providing natural language interactions that understand intent, manage context, and handle exceptions across over 100 languages.
The solution features a multi-domain universal bot, which utilizes industry-specific and domain-specific LLMs to streamline employee interactions across various departments such as IT, HR, Legal, and more. This unified interface allows employees to ask questions and receive responses efficiently, with seamless context switching during conversations.
With enterprise AI Search integrated into the AI Service Desk, employees can search across multiple data sources and business applications, receiving real-time answers and summaries through retrieval augmented generation (RAG).
AI Service Desk also includes an extensive LLM-powered AI workflow library with over 3,000 pre-built workflows that can be triggered by system events, webhooks, and schedules. These workflows help auto-resolve requests, reduce resolution times, and increase case deflections.
AI Customer Service
AI Customer Service enhances customer support by integrating AiseraGPT and generative AI technologies. This platform combines a chatbot with an action bot, enabling organizations to deliver natural language conversations and automated resolutions that improve customer satisfaction while reducing support costs.
With Aisera’s Enterprise AI Copilot, powered by enterprise LLMs, AI Customer Service offers personalized, multilingual interactions across both digital and voice channels, automating complex requests through conversational AI and automation.
The AI Customer Service platform helps organizations reduce response times and minimize the need for human intervention. By efficiently handling routine inquiries and automating common tasks, AI Customer Service enables customer support teams to focus on more complex and value-adding activities.
By incorporating technologies like NLU search, unsupervised NLP, and knowledge management, AI Customer Service auto-resolves customer requests instantly. While AI can’t entirely replace human agents, it plays a crucial role in speeding up the customer support process by handling simple queries and gathering essential information that agents need to resolve cases quickly.
AIOps Platform
AIOps Platform predicts, detects, and resolves major IT incidents using AiseraGPT and generative AI. By leveraging AI technologies, this platform automates root cause analysis, prevents outages, and ensures continuous operations across your IT infrastructure. Aisera’s AIOps Platform integrates with ticketing systems and analyzes telemetry data (MELT) from infrastructure, applications, and services to proactively identify and address performance issues before they impact your business.
With Aisera’s AI Copilot, IT teams can receive real-time, human-readable notifications about the health and status of their systems, inquire about potential issues using natural language, and automate tasks. This approach reduces detection and resolution times and minimizes alert noise.
AIOps Platform offers GPT-like interactions, converting complex and technical alerts into easily understandable messages. This capability, powered by AiseraGPT, facilitates human-like conversations about infrastructure and application issues while providing automation, log summarization, insightful analytics, and auto-remediation features.
One of the key features of AIOps Platform is its ability to detect and predict major incidents before they occur. Utilizing noise suppression and spatiotemporal correlation techniques, the platform identifies anomalies that could lead to performance degradation or outages in business-critical services. This early warning system enables IT teams to address potential problems before they escalate.
Next-Gen ITSM Platform
The Next-Gen ITSM Platform by Aisera modernizes the delivery and management of IT services. This platform combines generative AI with automation to provide a proactive, personalized, and predictive ticketing system that enhances the overall service experience for employees. Aisera’s cloud-native and AI-native ITSM solution automates service requests, tasks, and actions across IT and business services, integrating with tools like Slack and Microsoft Teams to improve efficiency while reducing training and licensing costs.
Aisera’s Next-Gen ITSM Platform offers a unified system of engagement and intelligence, enabling complete lifecycle management for service requests. The platform’s integration with collaboration tools allows employees and agents to interact directly within familiar environments like Slack and Microsoft Teams, facilitating real-time communication and support without the need for standalone chat solutions.
One of the platform’s core capabilities is its ability to auto-triage, assign, and classify requests, ensuring that support tickets are routed to the appropriate agents quickly and efficiently. Aisera’s ITSM solution also provides a comprehensive view of user profiles and service experiences, allowing for more personalized and effective support.
The Next-Gen ITSM Platform supports full incident, problem, request, and change management, enabling organizations to create optimal workflows that drive efficiency across the enterprise. With its workflow engine and orchestration capabilities, Aisera allows users to build and deploy automation flows using a no-code visual studio. This platform includes over 1,200 pre-built integrations with various applications, making it easy to automate processes and save time for both employees and agents.
Aisera Limitations {#aisera-limitations}
While Aisera offers AI-driven solutions, there are some limitations that organizations should consider. One of the key challenges is the complexity of the platform, particularly in its administrative interface:
- The interface often requires a dedicated internal team to manage and work closely with Aisera’s engineering team, especially when building and maintaining intents and workflows. Without this dedicated support, it can be difficult to keep up with the necessary weekly reviews and edits.
- Another issue is the initial setup and deployment of Aisera’s solutions, which can be complex and prone to hiccups. Although Aisera’s Customer Success Managers (CSMs) are helpful in addressing these challenges, the learning curve remains steep.
- Communication during the initial stages of deployment has also been noted as inconsistent, which can be a challenge during critical phases of setup and adoption.
- The platform occasionally struggles to provide precise search results that align with specific troubleshooting needs, particularly when users rely on more complex queries rather than straightforward workflows.
Building Enterprise Generative AI Applications with Acorn
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