Case Study: Zoom achieves 85% agent productivity gains and 80% improved employee experience with Aisera's AI Service Desk

AI Service Desk for Employee Self-Service Instant Employee Support with AI on Zoom

Zoom faced growing IT ticket volumes and repetitive support requests that slowed employees and strained service agents. To give staff faster answers and automate common workflows, Zoom deployed Aisera’s AI Service Desk — including its Conversational AI virtual agent — to integrate with existing systems like ServiceNow and Zoom Chat and provide a unified self-service experience.

Aisera implemented a conversational virtual assistant with process automation and seamless escalation to live agents, plus Conversational RPA for provisioning and top workflows. The deployment immediately cut ticket volumes, delivered auto-resolution rates reported between 60% and 78%, improved mean-time-to-resolve by about 90%, and boosted agent productivity and employee experience (about 85% and 80% improvements respectively), while reducing service-desk spend — all driven by Aisera.

Zoom

Gary Chan

Head of IT Infrastructure and Employee Services