Aisera is doing some incredibly advanced stuff with AI-driven workflow automation within the customer service space. Muddu talks eloquently about these innovations. Read on! Sramana Mitra: Let's start by introducing our audience to yourself as well as Aisera. Muddu Sudhakar: Aisera is close to four years old. We started in late 2017. I came out of ServiceNow to start Aisera. There are now more than 150 employees worldwide. It's been great so far. I had spent time talking to Ram Shriram. I and Ram wanted to disrupt the customer service and customer support industry mainly to get people to do things in an automated manner. There are around 40 million in contact centers worldwide. Every large company wants them to continue doing the contact center job whether you are a global system integrator. Let's say your Salesforce solution is not working. Call centers are the working horsemen who keep our lives going on. They're doing this manually. My purpose of creating Aisera is to

Customer service centers, whether a shipping group dealing with consumers or an IT organization working with corporate employees, has a lot of information to manage. Technology has been improving over the last decades, and the move of artificial intelligence (AI) into the real world hold promise to help. Network management was one of the first internal groups to begin to leverage AI to better manage the vast amount of data in a more timely and accurate fashion. One reason was the limited ecosystem of networking and the more technical nature of the users. Machine learning is still fairly technical, especially machine learning (ML), and the early audience had to be able to handle the detail.

The rapid expansion of AI technology in the workplace is transforming the IT help desk and service organizations. The impact made by CIOs who act assertively to apply AI in ITSM (AITSM), CSM, and operations are profound. That's because an organization's ability to master the challenges and opportunities of AI can determine whether it thrives or struggles in the new digitized environment. Disruptive technologies like AITSM bring CIOs to the forefront, creating excitement and opportunities for the entire organization. But this expanded role brings its own unique pressures, expectations, and accountability.