Aisera Inc., a well-funded startup that provides artificial intelligence tools for companies to enhance employee and customer experiences, said today it’s partnering with Microsoft Corp. to deliver a new AI copilot for enterprise service experiences.

According to Aisera, enterprise customer service teams will be able to use the AI Copilot to improve self-service, productivity and increase proactive user engagement, while decreasing resolution time and delivering better personalization for customers.

The AI Copilot bolsters Aisera’s Service Experience Platform, which helps automate key processes around customer experience, employee service desks and information technology support. Aisera powers virtual agents that can handle multiple kinds of requests.

For instance, if an employee’s company-issued smartphone has a problem, they can use Aisera to request a fix or a new device, and it will show them what options are available. As for customer service, it can assist with inquiries around tracking orders, returns and refunds. On the IT support side, operators can use it to investigate the root cause of application outages and more.

Aisera already taps a number of AI services from Microsoft via the Azure OpenAI Service , and the launch of its AI Copilot builds on that, introducing the latest generative AI and ChatGPT capabilities. As a result, both customers and employees will benefit from more intelligent service experiences, the company said, with smoother interactions and more satisfying resolutions. It will help enterprises to take better care of service requests at a time when many are struggling with limited resources and reduced budgets, the company promised.

The key advantage Aisera AI Copilot provides is its ability to analyze multi-channel requests through email, Slack and Microsoft Teams in real-time, said Constellation Research Inc. Vice President and Principal Analyst Andy Thurai. He explained that generative AI enables it to understand natural language requests more effectively than Aisera’s existing chatbot technology.

“It can read the message and propose an auto resolution to almost any request, resolving matters around technical support, customer support, application provisioning and other employee requests,” Thurai said. “In cases where the resolution doesn’t work or isn’t satisfactory, AI Copilot can then escalate to a human agent or create a ticket based on choice. The result will be faster resolutions and reduced support costs. Another advantage is it can support wide variety of ticketing systems, such as ServiceNow, Zendesk, Jira and Salesforce.”

The company’s offering is available through a number of out-of-the-box Enterprise Domain Packs, which provide access to pretrained and industry-specific large language models that can be deployed easily, making them ideal for enterprises that need to get up and running with AI quickly. Companies can separately leverage Aisera’s AI workflow orchestration engine, which triggers automated processes in Microsoft Teams, Microsoft 365, SharePoint, Dynamics 365 and Azure Active Directory.

Although Aisera can definitely help to improve the efficiency of service experiences, Thurai still advised caution for enterprises that are considering adopting the technology. “Care must be taken to ensure the proper security, governance and compliance is in place when deploying these solutions, as they’re not mature yet,” the analyst warned. “While it’s tempting to rush the deployment and gain first-mover advantage, cutting corners could cause long-term damage that negates whatever short-term advantage they might gain.”

Images: kjpargeter/Freepik, Aisera