Case Study: Reputation achieves 60% auto-resolution and saves 10.6K agent hours with Aisera

Reputation Provides Next-Gen Customer Experience

Reputation, a leading online reputation management company serving 116,000 users, was struggling to scale support as ticket volume exceeded 42k per year. Customers faced long wait times, agents saw declining productivity and missed SLAs, and there was no effective in‑app self‑service—so Reputation turned to Aisera to add AI‑driven self‑service without dramatically increasing costs.

Aisera implemented its AI Customer Service solution—including a Virtual Assistant, Conversational AI and Conversational Automation integrated with Reputation’s knowledge base and Salesforce—to deliver personalized self‑service and automate end‑to‑end workflows. The result: a 60% auto‑resolution rate, 85% CSAT, 10.6k agent hours saved and a flattening reduction in support cases, enabling faster resolution, lower operating costs and improved customer experience.

Reputation

Tavis Raskin

Senior Director