Case Study: Carta achieves 74% auto-resolution, 95% CSAT and $1M cost savings with Aisera's Conversational AI

Carta Provides Exceptional CX for Organizations and Investors

Carta, a leading equity management platform, needed to rapidly scale customer service while improving CSAT and meeting strict PII and compliance requirements. Their knowledge base–only approach left most issues requiring agent help and limited visibility into service trends. To address this, Carta partnered with Aisera and deployed Aisera’s Conversational AI (an AI Virtual Assistant) to add AI-powered self-service and streamline agent handoffs.

Aisera implemented an AI Virtual Assistant on Carta’s site, integrated with Unblu for co-browsing and live chat and tied into Salesforce for case and knowledge management. The solution enabled seamless escalation to agents and provided analytics to refine automation, producing a 74% auto-resolution rate, 95% self-service CSAT, and approximately $1M in cost savings from case deflection, while boosting agent productivity and customer satisfaction.

Carta

David DeMarco

SVP Business Technology