Aisera

Learning Objectives

• Describe what Aisera does and how domain-specific AI agents resolve service incidents
• Explain how AI is applied to autonomously reduce level-one and level-two ticket volume
• Identify how Aisera fits into Automation Anywhere after its acquisition

What Is Aisera?

Aisera builds domain-specific AI agents that autonomously resolve incidents across IT, HR, and customer service. Rather than a single general chatbot, Aisera's approach centers on agents tuned to particular support domains, so an IT agent behaves differently from an HR or customer-service agent. The company claims its agents can drive a 60 to 80 percent reduction in level-one and level-two tickets. Aisera was acquired by Automation Anywhere (private) in 2026 and is now part of that company's agentic-AI platform — a business expanding from robotic process automation into reasoning agents.

What Aisera Does

• Domain-specific agents — separate AI agents for IT, HR, and customer-service support
• Autonomous incident resolution — handles routine and some technical requests without human involvement
• Multi-channel support — meets employees and customers in chat, portals, and other channels
• Knowledge grounding — draws on an organization's documentation and past tickets to answer questions
• Analytics — reports on resolution rates, deflection, and where escalation occurs

How AI Is Applied

Aisera applies conversational AI and agentic reasoning to interpret a request, decide on an action, and where possible resolve it without escalation. The domain-specific design is the notable idea: by narrowing each agent to a support area, Aisera aims for more accurate, safer automation than a one-size-fits-all bot.

The 60 to 80 percent reduction claim spans level one and level two, which is a broad range. The honest reading is that most of the dependable automation lives at level one — routine, repeatable requests — while genuine level-two resolution is harder and more variable. As with any autonomous-agent product, the figure to weigh is the real resolution rate on an organization's actual ticket mix, not the headline percentage. Under Automation Anywhere, Aisera's reasoning agents sit alongside that company's automation tooling, combining process automation with conversational resolution.

Who Uses Aisera

Aisera is aimed at enterprises with significant IT, HR, and customer-support volume that want to automate a large share of routine incidents. Buyers include IT service management leaders, HR operations teams, and customer-experience groups. Its fit within Automation Anywhere also positions it for organizations already automating processes with robotic process automation.

Pricing

Aisera is enterprise software with quote-based pricing. Cost depends on the domains deployed, the number of users and interactions handled, and integration scope. Organizations contact Aisera or Automation Anywhere directly for a tailored quote.

Company Details

Strengths

• Domain-specific design — agents tuned per support area aim for more accurate, safer automation
• Broad coverage — spans IT, HR, and customer service from one platform
• Autonomous resolution — targets routine incidents without human handoff
• Automation Anywhere backing — combines conversational agents with established process-automation tooling
• Analytics visibility — reporting helps organizations see real deflection and escalation patterns

Limitations and Considerations

• Broad claims — the 60 to 80 percent reduction spans level one and level two; dependable automation concentrates at level one
• Results vary — real resolution rates depend on ticket mix, knowledge quality, and integrations
• Enterprise scale — priced and built for large support operations
• Acquisition transition — positioning within Automation Anywhere's platform is still evolving

Key Takeaways

• Aisera builds domain-specific AI agents that autonomously resolve IT, HR, and customer-service incidents, now part of Automation Anywhere's agentic-AI platform
• It claims a 60 to 80 percent reduction in level-one and level-two tickets, though the most dependable automation is at level one
• Judge the tool by its real resolution rate on your actual ticket mix, not the headline percentage
• Best for large enterprises with heavy support volume, especially those already using Automation Anywhere for process automation