Maximizing ROI with AI in Customer Support Team A Guide for Heads of Support | Transcription Previous Next Good morning, Anita! It's a pleasure to have you here today. Thank you, Kagan, for the introduction. Anita brings extensive experience as an executive and independent board member in many technology companies, with a particular knack for maximizing return on investment. It's fantastic to have someone with such a background, having been associated with Vio, Flex, Texas Instruments, and currently serving on the boards of Power Integrations, Exro, and Svako. Her expertise, coupled with a finance major from Waton and a computer science background from Virginia Tech, will undoubtedly enrich our discussion. Anita, I was thinking we could approach today's discussion from the perspective of a head of support evaluating AI tools and working with vendors to identify the best fit for our team. Additionally, we'll delve into how to present these findings to our executive team to secure funding and ensure success. Does that sound good to you? Absolutely, sounds excellent. Anything else you'd like to add before we dive into the slides? No, let's get started. This is a critical coaching moment, and it's crucial for people considering adopting new technology to view it holistically and understand the concerns of all stakeholders. Exactly. Our audience primarily consists of heads of support in medium to large enterprises, so our discussion will cater to their needs. Are the slides being shared now? Perfect, let's proceed. Today, we'll discuss why ROI on AI is crucial, navigating internal dynamics, expectations from vendors, and positioning the AI tool to senior-level executives to garner support for the project. We have a lot to cover, so let's see how far we get. Anita, anything to add? No, this agenda looks good. Let's dive into it. It's essential to address the skepticism surrounding ROI on AI, especially considering past projects' unclear results and use case ambiguity. Absolutely. As a support leader, it's vital to address this skepticism first. Do you have any suggestions on how to begin? Each organization has its risk tolerance and regulatory concerns. Understanding these factors and quantifying potential risks and costs are crucial first steps. So, essentially, I should start by identifying and quantifying risks and costs by consulting various stakeholders, including those knowledgeable about regulatory issues, security risks, and industry-specific challenges. Exactly. Once we've addressed these concerns, we can move on to identifying specific use cases and their potential ROI. Right. And then, I can work with vendors to calculate the ROI for each use case and present this data to our CFO. What should I keep in mind when presenting this to the CFO? Be transparent about costs, risks, and realistic timelines for ROI. Be prepared to answer questions and be open to multiple discussions. That makes sense. Once the project is underway, how do I ensure continued buy-in from stakeholders and the CFO? Transparency is key. Provide regular updates, be honest about progress, and be prepared to address any unexpected challenges constructively. So, maintaining a transparent and constructive relationship with the vendor and stakeholders is crucial for success, even when things don't go according to plan. Absolutely. Building strong relationships and handling challenges effectively will ultimately lead to success for everyone involved. Thank you for your insights, Anita. I believe our listeners will find this discussion valuable, and we look forward to exploring their questions in our next session. I'm happy to help. Thanks for having me, and I look forward to our next discussion.

Using proactive metrics for support operations Speaker - Charlotte Ward December 1, 2022 Previous Item Next Item Using proactive metrics for support operations When: 9 AM PST, 1st December 2022 Where: Linkedin Live @Ascendo AI Speaker - Charlotte Ward In these interactions, we pick a hard topic that doesn’t really have a straightforward answer. We then bring in speakers who have been there, and seen this but approached it in very different ways. This is a space for healthy disagreements and discussions but in a respectful way. Just by the nature of how we have conceived this, you will see passionate voices of opinions, friends having a dialogue, and thereby even interrupting each other or finishing each other’s sentences. At the end of each dialogue, we want you and our audience to leave with valuable insights and approaches that you can try at your workplace - and continue the discourse in our social media channels! Introduction to the topic “Support today reacts to external metrics rather than proactively creating and using data” Our speaker Charlotte will be taking us through a framework on how to look at support operations data from the eye of proactive support. She will be taking us through which support metrics matter, which ones need to be retired, which ones to evolve. She will be sharing a practical example on how she and her team are transitioning to proactive metrics. We will discuss – What works in the proactive realm and what needs to change and why? What are the key proactive metrics? How to look at support operations data from the eye of proactive support? We are going to bring many more informative points, to learn more Join Ascendo AI for this Experience Dialogue on Using proactive metrics for support operations. We bring such interesting discussions that will gain an insight into how Charlotte Ward Head of Support, at Snowplowr, manages it. At the end of each dialogue, we want you and our audience to leave with valuable insights and approaches that you can try at your workplace - and continue the discourse in our social media channels! Introduction to the speakers Charlotte is also known for building relationships with customers that stand the test of time. She spent nearly 25 years delivering, defining, and leading exceptional customer care and support experiences. She builds global teams of experts and coaches them to focus on the customer. She has worked on the front line in a heated call center environment. She led remote, highly technical teams working on deeply bespoke implementations, and love it.

Webinars Experts who have changed customer service experience forever Watch now Install slack app Fill the form for free access to all our webinars Full Name Enter the valid name Work Email Enter the valid business email address Start watching Please check your inbox for the webinar video link Our Exclusive Webinars How to unlock the value from every customer interaction with AI This webinar focuses on how-AI-powered insights from the entire customer journey can help you be the voice of the customer. You will find that these insights provide proactive rather than reactive support. Watch now How to make proactive support happen? - Infinera customer support success story with Ascendo.AI Leading customer support organizations are constantly looking for ways to improve their efficiency and adopt a more proactive approach to resolving customer issues and improving the customer experience Watch now Role of support to Increase Customer Engagement and Mitigate Churn This webinar will share best practices gathered from our research that support teams can use to establish communication and avoid customer churn. Watch now Modern Customer Support Experience This webinar focuses on what leaders can do to elevate their Customer Support Experience with in their organization. We will touch up on best practices, tips and strategies that are actionable takeaways. Watch now Become an Expert in every interaction with Ascendo and Slack Slack is emerging as a key collaboration tool, internally and with customers. Learn how to use everyday interactions, to automate creating knowledge, spreading knowledge to help colleagues and serve customers efficiently. Watch now Watch our most viewed webinar Watch now Our Speakers Our experts run the webinars. You can tune in for case studies, best practices, product demos, tips and tricks and thought leadership. Know more

Harnessing Generative AI with Slack for Knowledge Intelligence Jan 29, 2025 - 9 AM PST Elevate response times, boost collaboration, and skyrocket customer satisfaction with Slack, the ultimate communication platform for businesses. Join our insightful panel discussion and discover how to leverage Slack as a game-changer for your customer experience. Effective Strategies for Utilizing Slack Gain expert insights on the most impactful ways to integrate Slack into your customer engagement strategy. From Onboarding to Premium Service Explore the diverse applications of Slack, encompassing onboarding support, fostering vibrant customer communities, and managing exclusive premium subscriptions. Real-World Examples & Proven Solutions Hear directly from industry leaders about the challenges they've faced in customer communication and the winning strategies they've implemented using Slack Actionable Tips to Enhance Customer Interactions Take away practical knowledge and actionable steps to immediately improve your customer engagement efforts. What will we cover? Don't miss this opportunity to learn from the best and unlock the full potential of Slack for fostering exceptional customer relationships! AI Agent Assist in Slack Agents have the capability to employ specific slash commands, including /askascendo, /ascendomax, and /onfly, to swiftly retrieve solutions and effectively troubleshoot customer issues utilizing Ascendo within a fraction of a second. Knowledge Creation in Slack Our system empowers agents to contribute solutions to the knowledge base, fostering continuous improvement in knowledge and skills. This commitment to growth ensures an exceptional experience for our esteemed customers, irrespective of the agents' preferences for solutions. Issue Management in Slack As an agent, you have the capability to access and view all the issues consolidated on a single page. This feature allows you to modify the status of the issues as needed and provides a convenient way to swiftly navigate through the various items. We have Powerful demos for enhance the understanding of Slack Use Case If you find the use cases intriguing, you can discover more on our tour page. Learn More Registration Register Now I agree to my contact data being passed to SAP to contact me as a follow-up from my attendance of Lunch and Learn – Enterprise Service Management. Use of your contact data is governed by the SAP’s Privacy Policy. Entering your personal data above and clicking submit constitutes your consent for Ascendo AI to process your special categories of data as described in the Privacy Statement. Yes, I agree to let SAP make my event profile publicly accessible to event attendees and to display the public attributes of my profile on SAP event websites and mobile applications. Do you have any dietary restrictions? * Yes No Will you be joining Online or In Person * Online In Person Country* Department*

Know the Expert Right agent - Right issue - Right time Sign up for free 5/5 Ratings SOC 2 certified No credit card required I I Modern Problems Modern Solution When an agent Prior to the “remote” workforce model, many agents were collocated and had the luxury to “swing” their chair and talk to their colleague to get help. There is an inherent challenge in that Agent “supposed to know who to go to for help”. With increased remote workforce that has become a bit harder. Also, knowing the expert has become a unique trait of Agents rather than a corporate knowledge. Even in a colocation scenario, Agents tend to ask their neighbour like “hey, do you know the answer for this?” and not necessarily the true expert that might know the answer in the back of their hand. This is where Ascendo comes into help. Ascendo has a way to automatically identify the “experts” based on how prior similar issues are solved, how many and how effective they were. Ascendo uses its own unique modeling technique to derive the expert by first understanding the context in which the question is being asked, knowing the intent, and quickly maps the issues that were similar to being asked, and detects the experts based on how well they solved the issues. Ascendo knows the difference between quantity and quality. The modeling technique uses the customer satisfaction on the prior solutions to improve the ability to determine the expert. Know who to call for help Ascendo uses the context and intent behind the question, and uses self learning model to find the expert that can answer the question - inference is based on the product, question, depth of knowledge, customer satisfaction and solution effectiveness. No more hard coding. Make your expert virtually available at all times and on all channels. 01 Product based Inference Ascendo models know who the expert is for a particular product or even an area of the product. 02 Question Expert is defined by the type of issue that is being raised. This enables the right person to handle the right request at the right time. 03 Depth of Knowledge Ascendo models provide not just the right solution, but includes several parameters, eg., recency of it being used to solve the issue. 04 Customer Satisfaction Satisfaction derived by the customer is not just in the right solution but also the way it is presented to them. 05 Solution Effectiveness A solution effectiveness is measured by follow-on actions by the customer. Did they come back with the same issue again? Was there a follow up in the ticket? Ready to learn more? Contact Us Auto Identifies the experts Experts are identified based on how many similar issues they solved before and how well they solved based on the customer experience. The learning is automatic and autonomous. Remote, Hybrid, Co-located - No Problem Irrespective of the staffing model whether in-sourced, outsourced, colocated, fully remote or hybrid, Ascendo removes the guess work of an agent “knowing who to go for help to the real experts.

The ROI of AI-Powered Customer Support & Service Jan 15, 2025 - 9 AM PST Empower Yourself to become a Champion for Customer-Centric Initiatives In today’s competitive landscape, customer retention and expansion pose significant challenges for businesses. Exceptional customer service is no longer a luxury, it's a necessity. Businesses are increasingly recognizing the power of AI to not only meet revenue targets, but also dramatically improve customer support efficiency. But not all AI investments deliver. To ensure a positive return, it's crucial to choose solutions with a clear ROI (Return on Investment) and rapid results. Witness the transformative power of AI in customer support! Ascendo AI's exclusive 45-minute online session, "ROI of AI-based Customer Support & Service ," unveils real customer stories and data-driven research to show how AI can dramatically improve customer satisfaction, boost revenue, and optimize support operations. Register now and discover why customer support is the perfect launchpad for your AI investments, driving tangible business value and a strong ROI. Learn proven techniques to calculate the return on investment (ROI) for your customer support and service initiatives Master the ROI of Customer Support Gain access to a versatile ROI calculator specifically designed for customer support team. Unlock a Powerful ROI Calculator Discover strategies to secure executive buy-in for customer-centric investments and champion positive change within your organization. Become an Influential Change Agent Explore practical ROI models that empower you to shift your contact center from a cost center to a revenue generator. Transform Your Contact Center Key Takeaways Don't miss this opportunity to Register today and take the first step towards a more efficient, customer-centric future! Drive measurable results that demonstrate the value of customer service. Elevate your customer support expertise with AI-powered tools and strategies. Become a leader in the customer support and service domain. Karpagam Narayanan CEO and Co-Founder at Ascendo AI Anita Ganti Board Member and Advisor Speakers We bring a team that has been there done that and can understand your particular scenario to share insights. In addition to this, the collective wisdom of all the attendees will benefit everyone. Registration Register Now I agree to my contact data being passed to SAP to contact me as a follow-up from my attendance of Lunch and Learn – Enterprise Service Management. Use of your contact data is governed by the SAP’s Privacy Policy. Entering your personal data above and clicking submit constitutes your consent for Ascendo AI to process your special categories of data as described in the Privacy Statement. Yes, I agree to let SAP make my event profile publicly accessible to event attendees and to display the public attributes of my profile on SAP event websites and mobile applications. Do you have any dietary restrictions? * Yes No Will you be joining Online or In Person * Online In Person Country* Department*

Previous Next Slack Implementation guide Read Guide A comprehensive guide to install Ascendo application within your Slack workspace with no code. August 30, 2022 at 10:00:00 PM Resolve issues as they arise. Know what questions come from customers, how agents are responding. Connect with existing Knowledge base or automatically create new knowledge from conversations. Improve only the knowledge that is required to meet your Self Service and agent quality goals.

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