Case Study: Amazon Web Services (AWS) achieves scalable, end-to-end AI Service Experience in the cloud with Aisera

Amazon Web Services (AWS) - Customer Case Study

Amazon Web Services (AWS) partners with Aisera to help enterprises deliver a secure, scalable AI Service Management (AISM) experience in the cloud. Customers faced high ticket volumes, limited self‑service, fragmented bots and channels, and rising support costs—challenges Aisera addresses by running its AISM solution on the AWS public cloud to automate requests, tickets and user conversations.

Aisera implemented integrations with ServiceNow, Workday, SharePoint, Teams, Slack and existing knowledge bases, deploying self‑service knowledge retrieval, automated actions, TicketIQ auto‑classification/routing and reinforcement learning. Aisera’s solutions on AWS produced strong results across customers: up to 95% ticket resolution, 35–40% reduction in service agents, >50% ticket resolution in other cases, ~60% increase in agent productivity, up to ~70–80% reduction in first‑call resolution metrics, and up to 76% reduction in MTTR.

Amazon Web Services (AWS)