Aisera Raises $20 Million To Transform The Enterprise Service Experience

By Amit Chowdhry ● Feb 20, 2020
  • Aisera — the world’s first AI-driven platform that automates tasks, actions, and workflows for employees and customers — announced it has raised $20 million in Series B funding

Aisera — the world’s first AI-driven platform that automates tasks, actions, and workflows for employees and customers — announced it has raised $20 million in Series B funding. This funding round was led by Norwest Venture Partners with participation from Menlo Ventures, True Ventures, Khosla Ventures, First Round Capital, Ram Shriram, and Maynard Webb Investments. And the company — which has now raised over $50 million in total funding — intends to use the capital for the rapid expansion and deployment of its AI-platform in enterprise IT, HR, and customer service environments. Plus Aisera has already exhibited YoY growth of 350% with a rising number of enterprise customers.

Aisera was launched by serial entrepreneur Muddu Sudhakar — who previously built and led Kazeon (acquired by EMC in 2009), Cetas (acquired by VMware in 2012) and Caspida (acquired by Splunk in 2015).

Aisera is offering the industry’s first proactive, personalized, and predictive AI Service Management (AISM) solution, which incorporates conversational AI and RPA to automate workflows in an interactive manner for both enterprise and consumer organizations. With AI and Machine Learning, the solution auto-resolves tasks, actions, and workflows for IT, customer service, sales, and operations. And it works with existing service desk products (Salesforce, ServiceNow, Atlassian, and BMC, for example) and knowledge bases to deliver users a superior end-to-end experience. Plus Aisera improves productivity, enables self-service, and drastically reduces service desk and operations costs.

“Every wave of IT innovation creates a new set of challenges,” said Matt Howard, general partner at Norwest Venture Partners. “Aisera addresses those challenges, as the founders are seasoned entrepreneurs with deep expertise in service desk, security, and customer service cloud solutions. We are thrilled to be part of their new journey.”

Ciena CIO Craig Williams pointed out that he wants the company 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% 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,”  added Williams.

Unisys’ Federal Vice President of Cloud, Infrastructure, and Security Services Gary Wang pointed out that Aisera is 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,” Wang noted.

True Ventures co-founder Jon Callaghan said that the venture firm likes to follow entrepreneurs like Muddu into the future.

“He’s a proven leader in AI technologies and this is our third time funding him. Aisera’s forward-thinking approach to streamlining workflow is yet another example of Muddu’s foresight into what will soon become a best practice in business. This market is ready for his team’s innovation,” Callaghan commented.

Aisera essentially enables comprehensive automation of repetitive tasks and actions to streamline self-service capabilities and resolutions—yielding a solid user experience while driving business revenue and growth. And the solution enables unsupervised learning and a rich dialogue flow across the omnichannel. This empowers users to self-resolve their issues immediately, permitting service desks and operations teams to focus on business-critical initiatives.

“Aisera revolutionizes Customer Service and Cloud/IT Operations for enterprises, delivering next-generation Conversational AI & RPA to orchestrate collaborations and workflows for customers and employees,” explained Venky Ganasan, partner at Menlo Ventures.

In a recent product announcement, Aisera reported it has over 10 million users on the platform, and companies like McAfee and Autodesk have seen an average auto-resolution rate of 45% or greater with an 80% improvement in CSAT, and user productivity rising by 50% or more.