Case Study: Medallia achieves 45% auto-resolution and 30% agent productivity gains with Aisera's AI Service Desk

Medallia - Customer Case Study

Medallia, a San Francisco–based Experience Management SaaS provider with about 3,000 employees, struggled to handle roughly 3,000 facilities-related requests per month. Their ServiceNow ticketing setup didn’t surface intuitive knowledge, leading to long mean-time-to-resolution, declining agent productivity, and a poor employee experience. To address this, Medallia engaged Aisera and deployed Aisera’s AI Service Desk with Conversational RPA.

Aisera implemented self-service knowledge retrieval and automated actions accessible via Slack and the internal portal, integrated with Medallia’s back-end systems. The solution auto-resolved 45% of IT and facilities requests, improved agent productivity by 30%, and reduced average resolution time to 43 seconds, enabling agents to focus on higher-value work and measurably boosting employee satisfaction.

Medallia

Ashwin Ballal

Chief Information Officer