Case Study: McAfee achieves 74% auto-resolution and higher customer satisfaction with Aisera's Conversational AI

McAfee - Customer Case Study

McAfee, a global computer security company, was struggling with high support volume and slow resolutions: about 30,000 daily visits, ~300,000 tickets per month, and 1,000 support agents using Oracle Service Cloud. Repetitive basic inquiries were increasing response times and costs, so McAfee deployed Aisera’s Web Chat / Conversational AI to add self-service to its Community portal and augment the existing ticketing workflow.

Aisera integrated its Conversational AI and Web Chat with McAfee’s portal and ticketing system to provide self-service, agent assist, multi-threaded dialogs and context-aware responses. The deployment delivered measurable impact: 74% auto-resolution rate, ~75% improvement in agent productivity, a 5‑point CSAT increase and over 70% ticket deflection, significantly reducing agent workload and speeding customer response—results achieved by Aisera.

McAfee

Aneel Jaeel

Senior Vice-President, Customer Success Group