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Download Augmented Agent Tired of frustrated agents and overwhelmed customers? Ascendo's Augmented Agent is the ultimate copilot for your support team. Please enter your business email ID Please enter a valid name with alphanumeiric value Scaling Technical Support Smarter: Anjuna Security’s AI-Driven Success Story In the dynamic world of cloud security, delivering cutting-edge solutions isn’t enough—technical support must match the pace of... The Future of AI in Technical Support: Big Ideas for 2025 As we step into 2025, the role of AI in customer support is not just about keeping pace with change; it’s about reshaping the very... Our Blog Here is your go-to guide on what's latest and greatest in delivering superior customer service with the power of artificial intelligence. Catch some invaluable industry insights, and take it forward on your social media channels! Read all More White Papers Auto categorization 01 Ascendo brings to you one of its most utilized and successful components, Auto Categorization, that is built on state of the art Natural Language Processing techniques and Deep Learning algorithms. AI Based Modern Support Experience 02 Businesses these days receive hundreds and even thousands of customer queries daily. Get started to transform complicated client communications on Slack to smooth, AI assisted interactions 03 Should Companies use Slack or Teams with Their Customers? Escalation Management Guide for proactive support teams 04 The term escalation refers to the action where the issue and the details of a customer interaction is sent higher up the chain, sometimes to the CEO level. View All Ready to learn more? Contact Us In modern customer support, Agents want to have a more satisfying experience where they’re more productive, efficient, and capable in their role. Tracking down minute details of ever-evolving issues and finding relevant solutions take a significant amount of effort and time, which agents want to avoid. At the same time, because now the agents would have access to relevant knowledge, contextual information and intelligent workflows, supporting customers will turn out to be more efficient. A smart agent augmented with AI, will have the wisdom of resolving issues faster, reduce escalations, know the customers better and provide the best overall support to them in a short amount of time. Augmented Agent is a part of Ascendo’s intelligent system wherein he is guided towards relevant solutions that get predicted based on contextual analysis of problems and get to observe customer insights which further helps him in the decision-making process and performing required actions. Moreover, Intelligent routing augments the agent experience by ensuring that team members don’t have to constantly pass clients over to other staff members to find someone who can properly support the customer in question. On the other hand, Ascendo can also direct problems to be assigned to expert technicians or agents who have worked on similar issues in the past. Download the full Whitepaper to read more on this. Download now Augmented Agent

Elevate Support Logistics Operations with Ascendo AI Enterprises invest significantly in supporting critical service level agreements (SLAs), stocking crucial parts, and collaborating with external contractors. After-sales service represents a significant portion of revenue and profit. Things break unexpectedly, and sometimes emergencies need to be attended to before scheduled jobs. How can an Enterprise Service logistics team become proactive? Ascendo's PredictGPT module is the answer to the questions related to all the missed SLAs by your team. Ascendo Cognitive Parts Planning is introduced as a solution involving proactive management of parts, tools, and locations to deliver spare parts efficiently. By analyzing enterprise service, install-base, and materials planning data, valuable insights can be gained to accurately predict demand and prepare the service organization accordingly. The application of machine learning principles helps implicitly learn failure patterns, enabling the development of prediction algorithms for component demand. Ascendo Cognitive Parts Planning is presented as a solution, leveraging modern technologies like AI (Artificial Intelligence) and machine learning to proactively manage spare parts. Ascendo’s PredictGPT module analyzes enterprise data to predict demand, allowing for more efficient and prescriptive service operations. Download whitepaper to read more on this: More White Papers Auto categorization 01 Ascendo brings to you one of its most utilized and successful components, Auto Categorization, that is built on state of the art Natural Language Processing techniques and Deep Learning algorithms. AI Based Modern Support Experience 02 Businesses these days receive hundreds and even thousands of customer queries daily. Get started to transform complicated client communications on Slack to smooth, AI assisted interactions 03 Should Companies use Slack or Teams with Their Customers? Escalation Management Guide for proactive support teams 04 The term escalation refers to the action where the issue and the details of a customer interaction is sent higher up the chain, sometimes to the CEO level. View All Scaling Technical Support Smarter: Anjuna Security’s AI-Driven Success Story In the dynamic world of cloud security, delivering cutting-edge solutions isn’t enough—technical support must match the pace of... The Future of AI in Technical Support: Big Ideas for 2025 As we step into 2025, the role of AI in customer support is not just about keeping pace with change; it’s about reshaping the very... Our Blog Here is your go-to guide on what's latest and greatest in delivering superior customer service with the power of artificial intelligence. Catch some invaluable industry insights, and take it forward on your social media channels! Read all Ready to learn more? Contact Us

Customer Playbooks When is it useful and how to create one that evolves Speakers: Emilia D'Anzica June 28, 2022 Previous Item Next Item Customer Success Playbook is a series of actions that are meant to be executed by customer-facing team members to achieve a desired outcome for your customer. A series of tasks can be delegated to a group of users at different measures for their customer journey to help them adopt your product successfully, but when is a customer success playbook useful and how best to create one that is evolving? 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. With this Experience dialogue you will learn about - We talk about enabling more channels. How support metrics are tied into the playbook. Customer journey and why does it matter. Discuss about Change Management. If a series of past events can be delegated to a group of users at different measures for the customer journey to help them. When we talk about the channels, one should start raising channels as soon as possible. It means ensuring that your product team, customer success, and support are aligned. So once you create a Customer Journey that everyone adheres to, and thought that is the customer Journey because remember it's not like this, it's not like this, it goes up and down all the time. So it's really important that you identify the key opportunities to engage with the client throughout that journey and understand what is the best channel to meet that client. Sometimes it's customer success with the more proactive and sometimes it's customer support and that is often reactive. Always making sure product operations, success, and support are continuously aligned with the Customer Journey, especially when you're making any product changes, communicating with the clients, and how you're servicing them. If there are any changes you need to ensure that first, your internal team feels confident to speak to those changes and then notify your customers proactively, especially if it's a massive change, you can't just announce it. You need to announce it leading up to that change, so it won't be a big surprise when the change comes. xc Before building a Playbook, you need to ensure that you understand the company, the company culture, who is serving the client, and then the client's needs. And if you're building a customer success Playbook, without looking at the customer support experiences, you're missing out on the key moments in the customer's Journey because a customer's journey is not just adoption and growth throughout the customer's experience. When you're Building A playbook, you need to understand the employee experience of the product. Experience and the customer's experience and build a Playbook to enable all three to work together seamlessly. Customer Journey building for clients is when we bring them together, bring together leaders, and map out the customer's journey including the employee. What does it take from a product? Whether it's a technology or a human touch with the client and what we have found over and over again. Are there a lot of crunchy conversations between product sales marketing, customer success, and support before we can build that Journey that everyone will align with so it isn't it is not a one-time Workshop? First, survey all of the employees that are engaged in touching the customer experience. Then gather that data and present it to the executives to mentally prepare them for building that customer Journey from there. Collaborative Workshop, It can last anywhere from two to four hours depending on the complexity of the product and then from there go back and gather all that data and create a beautiful Journey for them with steps for churn opportunity and growth opportunity. From there present it to them and start building a Playbook. One should always reflect on the customer journey in the playbooks on a quarterly Cadence. When we look at the product map and what's changed? We look at the support tickets where they're the most challenging with the product, where's The NPS CSAT, wavering, and from there update the Playbook and get feedback from the teams as well. Because maybe rolled out a new way to do an executive Business review and it's at an earlier point in the customer journey. The new questions were asking them to use or to feel comfortable role-playing with any rub Junctions to the new pricing So, at least quarterly Cadence is the Playbook the customer Journey, supporting the customer experience and the company's revenue goals. Ascendo AI is also to this point, NPS has been a very long-standing one. It is that you don't want the feeling of the moment, you want to collect the feeling of the customer. So, Ascendo has Modeled, which detects that type of sentiment continuously and also on an aggregated basis. All these things are automatically done and it's given as an alert so that people can take action. Customers are loving it, and it's just taking the whole voice of customers to the next level. Change is something that is hard and companies invest Millions or Billions of changes sunsetting systems, implementing systems, only to experience failure. And so, transformational change with products is really hard because we're humans, we like habits, we like safety, and we fear whether it's our jobs that will fail using the new products, it may feel uncomfortable, it may not feel like it's the right decision. So prepare employees for change management things and explain what's in it. It is really important to hire a change management person.Letting people talk about the change in their fears, what they understand, the change to be, and then really ensuring that they understand what's in it for me. Because again, as humans we not only fear it but we want to know why are you doing this? So, being able to give people time to absorb the changes is a really important part of transformational change. So basically it's all not just about learning, it's also putting the things into practice. And that's exactly what we worked with Ascendo AI. We bring such metrics that make it easier from a support perspective for customers to see them right on the leaderboard and the execution of the operational theme so they all can make those changes. Emilia D’Anzica is a management consultant, board advisor, author, and educator, partnering with companies to create scalable growth & metrics-driven customer programs from onboarding to adoption, renewals, and advocacy. She is also the founder of a management consulting firm.

Position Customer Support Location Remote Employment Type Customer Support Job Description Day-to-day responsibilities include: Provide support to end users on a variety of issues. Identify, research, and resolve technical problems. Quality check of the entire system on a daily basis Ability to create, maintain and execute test plans. Respond to telephone calls, emails, and collaboration tool requests for technical support. The Document, track, and monitor the problem to ensure a timely resolution Relies on instructions and pre-established guidelines to perform the functions of the job. Objectives of this Role Customer Service/ Technical support – understand needs, address their concerns, customer-friendly outreach behavior. Relies on instructions and pre-established guidelines to perform the functions of the job. Skills and Qualifications Has knowledge of commonly-used concepts, practices, and procedures within the software support field. Strong oral and written skills. Candidates are expected to have technical knowledge working in any support system, data entry experience Customer service experience is a plus Adherence to detailed analysis of system performance and tracking progress of testing. Working knowledge of tools (Any Support system, Jira; Knowledge of working with Power BI will be a plus. Understand Excel, Word, Access,and PowerPoint. & strong process management experience and documentation experience If interested, Email your resume with LinkedIn profile to apply@ascendo.ai

Build a Winning Proactive Support Strategy On Demand - Every Two Weeks Empower your support team with Ascendo AI Service Co-pilot's AI design workshop! Seamlessly integrate AI, optimize operations, and enhance customer experiences. Thank you for leading our global support leadership at Veritas through a visioning workshop on the real uses of AI in our organization. Ascendo came up with thought leadership that was unbiased, cutting-edge, and realistic. The insight and material shared have continued to elevate conversations that we will incorporate into our strategic plans. Bill Gargiulo, Senior Director Global Customer Success Hear What Our Attendees are Saying Why This Workshop? We are offering to lead a design workshop to empower your organization with the skills to create a modern support solution which includes the use of AI tools. This workshop offers actionable insights to seamlessly integrate AI, optimize operations, and enhance customer experiences from day one and can generally be completed in one hour. Discussion Discuss trends in support, understand core concepts of AI and automation Grasp AI's Role Learn how AI can elevate your support operations, build a case for funding, design the right architecture Tailored Strategy Customize AI solutions to align with your support model and service level commitments to come up with a high-level roadmap Immediate ROI How to implement AI tools for instant, measurable results. Deliver value to all stakeholders. Our Commitment Experience a transformative workshop with Ascendo AI Service Co-pilot, tailored to maximize benefits for your support team. Delve deeper into specific areas of interest after the workshop, ensuring flexibility that aligns with your team's busy schedule. Our mission is to empower your organization with the essential insights required to fuel innovation within your support structure and unleash the full potential of AI technologies. Elevate your support team to new heights with Ascendo AI Service Co-pilot. Industry AI Experts Our workshop brings together a team of experienced AI experts who have a proven track record of success. They will share their insights and knowledge to help you understand how AI can be applied to your specific customer support scenario. In the past, we have had people from OpenAI, Google, Amazon, Microsoft, SAP, Sun, Oracle, Adobe and many others. In addition to learning from the experts, you will also benefit from the collective wisdom of all the attendees. The workshop will provide a forum for discussion and collaboration, where you can learn from each other's experiences and challenges. Expert Speakers from

Download Escalation Management Guide for proactive support teams Don't just react to escalations, proactively prevent them. Unleash the power of Ascendo and transform your support experience. Please enter your business email ID Please enter a valid name with alphanumeiric value Scaling Technical Support Smarter: Anjuna Security’s AI-Driven Success Story In the dynamic world of cloud security, delivering cutting-edge solutions isn’t enough—technical support must match the pace of... The Future of AI in Technical Support: Big Ideas for 2025 As we step into 2025, the role of AI in customer support is not just about keeping pace with change; it’s about reshaping the very... Our Blog Here is your go-to guide on what's latest and greatest in delivering superior customer service with the power of artificial intelligence. Catch some invaluable industry insights, and take it forward on your social media channels! Read all More White Papers Auto categorization 01 Ascendo brings to you one of its most utilized and successful components, Auto Categorization, that is built on state of the art Natural Language Processing techniques and Deep Learning algorithms. AI Based Modern Support Experience 02 Businesses these days receive hundreds and even thousands of customer queries daily. Get started to transform complicated client communications on Slack to smooth, AI assisted interactions 03 Should Companies use Slack or Teams with Their Customers? Escalation Management Guide for proactive support teams 04 The term escalation refers to the action where the issue and the details of a customer interaction is sent higher up the chain, sometimes to the CEO level. View All Ready to learn more? Contact Us Every customer support team member is on a constant quest to satisfy every interaction with the customer to the fullest extent. They are on a constant lookout to try and minimize conflicts so it doesn't escalate. They keep an eye on something / anything that leaves customers agitated or frustrated. But escalations do happen. Some interactions do leave customers agitated or frustrated. It is a necessary byproduct to find unique feedback and perspectives and use it to improve improve the Support Experience. Here are the most important things to know about customer escalation management in day-to-day customer support. This whitepaper will go through the deeper aspects of Escalation management: What is Customer Escalation? Common Reasons For Escalations Types of Escalation Escalation Management Playbook Proactive Escalation Management A Brief Overview of Ascendo AI Think different in order to change the rules. By definition, if you don’t change the rules you aren’t a revolutionary, and if you don’t think different, you won’t change the rules. Download the full whitepaper to read more on this... Download now Escalation Management Guide For Proactive Support Teams

Download AI Based Modern Support Experience Get started to transform Support from reactive to proactive. Please enter your business email ID Please enter a valid name with alphanumeiric value Scaling Technical Support Smarter: Anjuna Security’s AI-Driven Success Story In the dynamic world of cloud security, delivering cutting-edge solutions isn’t enough—technical support must match the pace of... The Future of AI in Technical Support: Big Ideas for 2025 As we step into 2025, the role of AI in customer support is not just about keeping pace with change; it’s about reshaping the very... Our Blog Here is your go-to guide on what's latest and greatest in delivering superior customer service with the power of artificial intelligence. Catch some invaluable industry insights, and take it forward on your social media channels! Read all More White Papers Auto categorization 01 Ascendo brings to you one of its most utilized and successful components, Auto Categorization, that is built on state of the art Natural Language Processing techniques and Deep Learning algorithms. AI Based Modern Support Experience 02 Businesses these days receive hundreds and even thousands of customer queries daily. Get started to transform complicated client communications on Slack to smooth, AI assisted interactions 03 Should Companies use Slack or Teams with Their Customers? Escalation Management Guide for proactive support teams 04 The term escalation refers to the action where the issue and the details of a customer interaction is sent higher up the chain, sometimes to the CEO level. View All Ready to learn more? Contact Us Businesses these days receive hundreds and even thousands of customer queries daily. For any customer service representative, it becomes tremendously difficult to keep track of these issues, specifically because of the three Vs Volume Velocity and Variety With inconsistent similarities between large amounts of incoming data along with the frequency of product updates, it adds exponential complexity to the process of unearthing trends in the data. This data can be created from various data sources including customer-created tickets, service requests, bots, customer reviews, case objects from different CRMs, help articles, or even FAQs. While these datasets share the same ground of belonging to customer interactions, they all can have extreme differences in terms of unearthing actual actions to be derived from them. At Ascendo, we call these as “Interactions”. What is common across these interactions is that they deal with symptoms/problems/questions/advice that a customer needs. Each of them needs an understanding of what the “root-cause” of the request is. Then the root cause should be mapped to the relevant solution/knowledge to surface it back to the customer. We will be going into topics like: Semantic Inference - what is it? Real world Examples of Semantic Inference How does this help with Support time and effort, Product teams and Go-to-market teams How does an AI engine use the above? What help does this provide to an agent? How do AI systems comprehend data? What help does this do to CX leaders? What if you are starting out with no systems in place? To read more of this, please read the full whitepaper. Download now Create Modern Support Experience Through AI

Insights from your CRM Enable agents to get resolution suggestions right from your CRM. Highlight the right pieces of knowledge pertinent to problem resolution. Capture tribal knowledge to drive consistency across agents of various ability and tenure. Standardize quality of resolution. Use it from Simple to Complex issues Get fully automated Knowledge intelligence to only improve knowledge that is relevant to issue trends. Granular Ability ready for the enterprise to provide knowledge access across various systems of record, business units and product groups. Chrome Extension Get the power of AI without leaving your workflow environment. Sign up for free Trusted by AI for CRM With Ascendo Chrome extension your Customer Service Experience Management takes to the next level. Artificial Intelligence, Machine Learning, Natural Language Processing (NLP) and Natural Language Understanding (NLU) are used to provide predictions on solution, root cause category, sub category for any ticket or case in your Customer Relationship Management (CRM) or other ticketing software. Along with issue resolution as agent assist, support agents can also know the technical support expert. Sign up for free Get started with Ascendo Today Contact us