Case Study: Zoom achieves faster resolutions and 85% improved CSAT with Aisera's AI Customer Service

Zoom Digitally Transforms Customer Experience and Scales Business Operations

Zoom, the leading cloud communications platform, faced a surge in support requests as its user base grew and needed to maintain fast, accurate customer service while automating billing and subscription workflows. To address a high volume of redundant inquiries and a lack of AI-driven automation in technical support, Zoom engaged Aisera and deployed Aisera’s AI Customer Service (including Ticket AI, Conversational AI, and Conversational Automation) integrated with Zendesk.

Aisera implemented an AI-driven self-service and agent-assist solution that auto-resolved thousands of billing and technical tickets per month, provided next-best actions from knowledge articles, and escalated to live agents when needed. The deployment saved about 1.3k agent hours, improved mean time to resolution by 65%, boosted CSAT by 85%, and materially reduced support volume and resolution times for Zoom.

Zoom

Nick Chong

Head of Global Services & Support