Aisera, the world’s first AI-driven service experience platform for automated employee experiences (EX) and customer experiences (CX), announced that it has secured $90M in Series D funding led by Growth Equity business within Goldman Sachs Asset Management (Goldman Sachs) and Thoma Bravo.
The oversubscribed round also included participation from leading investors True Ventures, Menlo Ventures, Norwest Venture Partners, Icon Ventures, World Innovation Lab (WIL), Zoom Ventures, Khosla Ventures, First Round Capital, Maynard Webb (Webb Investment Network), Ram Shriram (Sherpalo Ventures), and Silicon Valley Bank. The additional funding will further strengthen Aisera’s position as the leading Artificial Intelligence Service Experience (AISX) platform while accelerating its market expansion across industry verticals as well as its global growth and go-to-market strategy.
The new funding comes at a time of unprecedented growth for Aisera. In addition to achieving year-over-year growth of more than 300% and expanding its customer base to more than 75 million users, the company has acquired several Fortune 1000 customers, including Grant Thornton, Zoom, Workday , McAfee, Chegg, Carta, Dave , and others. Against a backdrop of economic uncertainty with market dynamics driven by inflation and high interest rates, businesses are turning to AI and automation capabilities to increase workforce efficiency, support areas of more human-centered work, and improve customer loyalty and brand affinity with fewer resources.
“AI has become necessary to support employees in today’s highly inflationary, work-from-anywhere environment and customers who expect to get the help they need quickly,” said Muddu Sudhakar, founder and CEO, Aisera. “Advancements in conversational AI are delivering better experiences than traditional support solutions such as legacy ITSM and Customer Support providers. With the injection of growth capital from Goldman Sachs and Thoma Bravo, Aisera will be the invisible hand of innovation that will enable all users – across all lines of business and industries – to get the support experiences they expect without human latency, error, or disruption . With our AISX capabilities, businesses can resolve issues, drive activation, and tap critical intelligence resources in minutes versus days.”
“With a laser focus on delivering exceptional employee and customer experiences through its cloud-native AI Service Experience products and solutions, Aisera is a trusted partner to global enterprises looking to streamline workflows of support,” said Christine Kang, Principal at Thoma Bravo. “We are excited to use our software and operational expertise to support the talented Aisera team as they accelerate growth and innovation and expand their market leadership.”
Aisera offers the industry’s first proactive, personalized, and predictive AI Service Experience platform, which includes AI Service Desk, AI Customer Service, and Ticket AI with Agent-Assist for B2B and B2C organizations. Powered by AI and machine learning, the Aisera platform automatically resolves tasks, actions, and workflows for IT, HR, Customer Service, Sales, and Operations. It integrates seamlessly with enterprise applications such as ServiceNow, Salesforce, Oracle, Zendesk, Workday, Adobe, Atlassian, and BMC. Aisera is a future of work that dramatically reduces costs and unlocks productivity in best-in-class business operations, revenue, and growth.
“ITSM has transformed how organizations deliver services to their customers and employees, but these services have been commoditized and often undermined by human intervention,” said David Campbell, Managing Director, Goldman Sachs. “With the advent of conversational AI technology, the market is poised for disruption, and we invested in Aisera because we believe it is one of the only companies in this space poised to deliver end-to-end experience that adapts to the needs of modern users.”
Aisera offers innovative unsupervised Natural Language Understanding (NLU) and AI knowledge graph-based conversational AI and user intelligence automation solutions, user behavior analysis, and secure enterprise-grade AI experiences that enable non- more satisfying business processes, tasks, and workflows. Customers can expect dramatic improvements in EX and CX—up to 85 percent—while reducing support costs by 70 percent or more with tools, licenses, and resources with fast time to value.
Aisera was founded by Muddu Sudhakar, a serial entrepreneur with deep product, technology, and GTM experience in enterprise markets, including AI/machine learning, big data, cloud, cybersecurity, IoT, SaaS, storage, and chip /Semiconductors. He is an investor and board member in many companies with strong operational experience in startups, as CEO of Caspida, Cetas, Kazeon, and Sanera before their acquisitions, and as SVP and GM roles in large public companies, including ServiceNow, Splunk, VMware, and EMC. Aisera has been recognized as a member of the Forbes AI 50, as well as a Gartner Cool Vendor.
Aisera offers the world’s first AI-driven service experience solution that automates operations and support for IT, sales, and customer service, making businesses and customers successful in by offering consumer-like self-service resolutions to users. Aisera fast-tracks the digital transformation journey with user and service behavioral intelligence that drives end-to-end automation of tasks, actions, and business processes. Aisera is a top-tier, VC-funded startup headquartered in Palo Alto, Calif.
About Goldman Sachs Asset Management Growth Equity
Combining traditional and alternative investments, Goldman Sachs Asset Management provides clients worldwide with a dedicated partnership and focus on long-term performance. As the primary investment area within Goldman Sachs (NYSE: GS), we deliver investment and advisory services for the world’s leading institutions, financial advisors and individuals, drawing from our deeply connected global network and tailored expert insights, per region and market—managing more than $2 trillion in assets under management worldwide as of March 31, 2022. Passionate about our clients’ performance, we seek to build of long-term relationships based on trust, sustainable results, and shared success over time. Goldman Sachs Asset Management invests across the spectrum of alternatives, including private equity, growth equity, private credit, real estate and infrastructure. Since 2003 the Growth Equity business within Goldman Sachs Asset Management comprised of more than 75 individuals has invested over $13 billion in companies led by visionary founders and CEOs. We focus exclusively on investments in growth-stage and technology-driven companies spanning multiple industries, including enterprise technology, financial technology, consumer and healthcare.
About Thoma Bravo
Thoma Bravo is one of the world’s largest private equity firms, with more than $114 billion in assets under management as of March 31, 2022. The firm invests in growth-oriented, innovative companies operating in sectors of software and technology. Using the firm’s deep sector expertise and proven strategic and operational capabilities, Thoma Bravo works with its portfolio companies to implement operational best practices, drive growth initiatives and make accretive acquisitions which is intended to accelerate income and profits. Over the past 20 years, the company has acquired or invested in more than 380 companies representing more than $190 billion in enterprise value. The company has offices in Chicago, Miami and San Francisco.
For more information, visit www.thomabravo.com.