Lifan Xu, Co-founder

At that point, the constraint is no longer volume. It is the inability to complete customer interactions as demand increases fully. Systems built for sequential execution struggle under sustained, multi-channel pressure, and work begins to spill over across sales and service.

Aissist is built on a single principle: customer interactions must be resolved end to end, not simply answered.

The San Jose-based company provides an agentic AI platform, AgentMesh, that automates sales and customer service operations for fast-growing SMBs. Designed to operate within existing CRM and support systems rather than as a separate layer, AgentMesh functions as a digital team member, executing the full set of actions required to complete a request, including diagnosis, system lookups, decision-making, execution, and post-interaction updates. This allows teams to handle increasing demand without expanding headcount at the same pace, while operating as an integrated part of daily workflows.

In practice, this extends beyond support. AgentMesh is also designed to handle sales interactions end to end, from qualification through to conversion, enabling high levels of automation across both service and revenue functions.

“We built Aissist to remove the dependency on linear scaling, so teams can handle growth without continuously adding headcount,” says Lifan Xu, co-founder.

Two Customer Profiles Facing the Same Constraint

Companies that adopt Aissist tend to fall into two clear groups. The first includes businesses experiencing rapid growth. Their support and sales teams fall behind as interaction volume rises. Queues expand, response times slow, and hiring becomes the default response. As teams grow, coordination overhead increases, training cycles lengthen, and maintaining consistency becomes harder. Aissist is designed to take on this load directly, handling customer requests across channels and languages so teams can keep pace without scaling headcount in parallel.

The second group includes companies that have already deployed AI but see inconsistent results. Systems generate partial answers, fail to complete requests, or introduce errors that require human correction. This leads to repeat contacts and additional operational effort. In these cases, the issue is not the use of AI itself, but how it is applied. Systems that stop at generating responses leave the underlying work unfinished.

Aissist addresses this by executing the full workflow rather than stopping at the response, reducing follow-ups and improving resolution rates.

Where Parallel Execution Changes How Work Gets Done

Many AI systems handle interactions in sequence. This works for simple requests but becomes limiting when tasks involve multiple steps, systems, or dependencies.

These agents operate in parallel rather than sequentially, eliminating delays associated with step-by-step processing and enabling complex interactions to be resolved within a single flow. This is particularly effective in environments where multiple systems, decisions, and actions must be coordinated at once.

We built Aissist to remove the dependency on linear scaling, so teams can handle growth without continuously adding headcount.

Their outputs are combined through a central reasoning layer that determines the required steps and completes the workflow, including updates across connected systems. This applies uniformly across channels, languages, and media formats, allowing the same workflow to handle interactions regardless of how or where a customer reaches out.

For the customer, the result is a completed outcome. Behind the scenes, multiple processes are executed in parallel to reach that point.

This approach is reflected in performance. Industry resolution rates typically range from 30 to 60 percent, with 60 percent considered strong. Aissist reports average resolution rates of about 83 percent for service interactions and about 90 percent for automated sales, demonstrating its ability to handle complex interactions at scale.

Governance as the Foundation for Deployment

For Aissist, resolution only matters if outcomes are reliable. Reliability is not treated as an added feature, but as a foundation of the system, particularly in B2B environments where each interaction can carry financial or operational consequences.

The governance layer is embedded directly into AgentMesh and governs how every action is executed. It validates outputs, prevents hallucinations, enforces business rules, and triggers escalation when confidence is low. These controls are designed to prevent errors such as incorrect discounts, miscommunicated policies, or commitments that cannot be fulfilled.

Without this layer, errors can create more work than they remove. A single incorrect interaction can lead to multiple follow-ups, additional support efforts, and customer dissatisfaction.

“When AI makes mistakes, it takes ten times the effort to correct them. That’s where most systems fall short,” says Xu, co-founder.

For this reason, governance is not a secondary capability. It is a core condition for deploying AI in production environments and a key factor in how the system is trusted within daily operations.

From 1.5-Hour Wait Times to Near-Zero Queues

Holafly, a global eSIM provider with roughly 500 million dollars in annual revenue, illustrates the impact at scale. The company was growing at 40 to 50 percent each year with a customer service team of around 500, yet still struggled to keep up. Average wait times reached 1.5 hours, and expansion plans projected the team growing toward 1,200.

The operational demands are high. Customer interactions include network diagnostics, device troubleshooting, refunds, plan changes, and billing issues. Demand also fluctuates with travel seasons, with peak periods driving sharp increases in volume.

After implementing Aissist, about 70 percent of service interactions and 90 percent of sales interactions are handled through AgentMesh. Queues that previously held hundreds of requests have dropped to near zero, while AI agents manage roughly 700 conversations simultaneously.

Headcount has stabilized between 300 and 400 representatives, allowing the company to support continued growth without scaling the team at the same rate. Customer satisfaction reflects this shift. At Holafly, human agent CSAT averages around 82 percent, while AI-handled interactions average about 90 percent, indicating that automation has maintained and, in many cases, improved the customer experience.

For an operation of this size and complexity, these results demonstrate a measurable improvement in customer operations’ performance under sustained growth. It is the culmination of outcomes across resolution rates, customer satisfaction, and scalability that has earned Aissist recognition as the Agentic-AI Enterprise Automation Platform of the Year.

Building the Operational Layer for Customer Operations

Aissist’s current capabilities represent an early stage in a broader product direction. The company is building toward what it describes as an agentic operational layer, where AI not only executes work but continuously improves how that work is performed.

This layer is designed to operate within the flow of daily operations. It automates workflows, builds operational intelligence by identifying patterns across interactions, and turns insight into action in real time. By being embedded directly within systems, it can detect emerging issues, highlight inefficiencies, and respond before they escalate.

It also provides visibility into customer sentiment, resolution patterns, and product-level feedback at scale, surfacing per-feature NPS scores, identifying sentiment shifts, and enabling businesses to understand and refine operations continuously before problems escalate. The goal is to improve performance across throughput, consistency, and scalability, while enabling businesses to absorb growth without increasing operational complexity. For companies facing sustained demand, this represents a shift in how customer operations are managed, moving from reactive support functions to systems that execute, learn, and improve continuously.