Customer to Agent Handoff through AI Bot

Agentic AI: A Paradigm Shift in Generative AI Discover how Agentic AI is revolutionizing Generative AI with a platform of intelligent AI agents. This white paper delves deep into the capabilities and benefits of Agentic AI, showcasing real-world examples and use cases for customer support and service organizations. AI Agents are demonstrating their ability to create a symbiotic relationship between humans and AI. Through predictive recommendations and automation, we can expect to see humans performing at higher levels and focusing on more complex tasks with the assistance of AI Agents. Explore the transformative potential of AI agents in customer support. Learn how Agentic AI's AI agents can streamline processes, improve customer satisfaction, and drive business growth. Download the white paper today and gain valuable insights into the future of AI and its applications in customer support. 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

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Constructing a bridge between Confluence and Ascendo

Auto Categorization at Ascendo In Modern Support Experience, one of the greatest challenges that industries face is to identify the Root Cause and Symptoms of the high volume of issues coming in at an incredible velocity. With the gathered data from multiple data sources and immensely varied information, it gets harder to identify and establish the latent causes for problems. Ascendo brings to you one of its most utilized and successful components, Auto Categorization, which is built on state-of-the-art Natural Language Processing techniques and Deep Learning algorithms. Understanding the Problem: Data in the real world is very convoluted and keeps evolving with time. As products and tools continue to improve, the number of issues and types of issues also increase. These issues keep changing with product changes and can evolve into something similar to what was faced before or extremely unique to how the product has evolved. Almost every industry today suffers from exponential growth in issues. The complexity of issues keeps raising the graph of data points. This pattern hardly stabilizes with growth in product stack and integrations. Currently, support agents tend to spend more than 50% of their time evaluating the problems, let alone finding the right solutions. Historical information needs to be crystal clear to understand the data based on past information. Making past data expertly classified and immaculately accurate is a task that is extremely time-consuming and strenuous. It is not difficult just because of the enormity of the data, but also due to inconsistencies in human thinking. When issues are being described by the end customers, people describe problems in their own ways without adding any context to the components of those problems. Moreover, agents and other experts could think of multiple solutions, causes, and symptoms for the same problems which increases the complexity of normalizing your data, therefore introducing multiple ways to understand the same type of data points. The standard way of solving this problem is to make use of expert knowledge. This method introduces multiple points of consideration, making the available solution hard to be implemented: Thousands of historical data points are needed. Each data point needs to be filled in with expert knowledge and accurately defined. Even for a small support team, about 17.5 hours per week is spent manually classifying problems. Multiple people talk about the same issue differently! The list of problems keeps expanding as the product expands Possibility of multiple unknown issues Mapping new problems with the existing list of problems causes inaccurate classes of category assignment Inaccurate learning Manual work hurts getting the Voice of the customer feedback into the product in a timely manner Not understanding issues in real time is an impediment to providing proactive support. Ascendo Recommendation Engine: Ascendo aims to make the support experience as easy as possible for its customers. The solution has to be simple, smart, efficient, fully integrated with data sources, and most importantly requires little effort and time for users. The solution also has to bring expert knowledge into learning and has to be a continuous learning engine. The feedback loop could simply confirm and enhance automatically created root causes that groups multiple problems into their own bucket. Download the full 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

Gokulakrishnan Venkat Front End Engineer "Mr. UI Perfect" Hemapriya Customer Success Specialist "Supportive 24/7" John Peter Data Scientist "Pioneering and Decisive" Karpagam Narayanan Co-Founder "Self-Made Woman" Agnes Sanjana John Human Resource Representative "For People Always" Anandha Kannan Software Engineer "Young and Sensible" Anurag Data Scientist "Self-Driven" Arun Technical Support Engineer "Resilient Achiever" The team that makes it happen. Our team is comprised of extremely talented designers, developers, managers, marketers, quality analysts, and writers. Below is a list of the folks we have leading the Ascendo Crew. Hey, we're Ascendo and our work's no joke. We help businesses like yours earn more customers and recruit top talent with their websites. Hemapriya Our culture mainly fosters growth mindset, collaboration, and a strong sense of purpose. All of these has greatly contributed to my personal and professional growth. Agnes Sanjana John You are provided a great opportunity to work along with the cofounders and thinking out of the box is constantly encouraged. Anandha Kannan It's been a remarkable journey so far and I look forward to continued success with this incredible organization. Khalisaran Kannan Head of Engineering "Empowered Catalyst" Naveen Srinivasa Data Scientist "Transforming Insights" Nikhil Xavier John Software Engineer "Back-End Wizardry" Prajeeth Muthukumaran Software Engineer "Front-End Visualiser" Roshan Sasikumar Product Designer "Design Strategist" Surbhi Gajendar Singh Head of Design "Brand Custodian" Vrinda Mathur Data Scientist "Our Great Find" Ramesh Kumar Sahu Sales Development Representative and Presales Consultant "Our Best Closer" Ramki PitchuIyer Co-Founder "Jack Of All Trades" Randy Chinn Chief Revenue Officer "Revenue Innovation in Action" Rohit Krishnamoorthy Lead Engineer "Visionary Reader" The team success meet was a gathering of exceptional individuals united by a common purpose. Through collaborative efforts, effective communication, and unwavering commitment, they achieved remarkable results. The meet fostered a sense of unity, sparked innovation, and left a lasting impression on each participant. It was a testament to the power of teamwork and a catalyst for future triumphs. Remember, success is not solely defined by individual accomplishments but by the collective efforts and collaboration of a team. Memorable wins, every time . < > “Success is not just about making money. It’s about making a difference together.” Team Dinner “Talent wins games, but teamwork and intelligence win championships” - Michael Jordan Team Vacation Team Meeting "The strength of a team is each individual member. The strength of each member is the team." - Phil Jackson

Cognitive AI for Next-Gen Ticketing

Voice of the Customer Product Insights

AI Resolve Cognitive intelligence answers and guides from self service to agent assist Sign up for free Ascendo provides in-built connectors that help you connect to multiple data sources at once, with ease. Experts can also create knowledge by inputting their own articles to enrich the solution stack within Ascendo. Ascendo brings all this data together, looks through all the solutions to give you the most relevant solutions based on your search. Ascendo runs different algorithms in parallel, returning the best results for you in a matter of seconds. This saves you from multiple hassle stages. Now you don’t have to keep track of multiple data sources, browse through different data sets or think about the best solution among similar solutions any more! Ascendo not only ranks the solutions based on multiple factors, but also guides the agents to resolve complex issues. This Guide provides multiple levels of in-depth components that help you find the problem areas, the right experts, recommendations on actions and also parts information. Each of these components are predicted along the search and help you get more relevant solutions. Depth of Ascendo AI Resolve 01 One Search Ascendo’s AI Resolve consolidates knowledge from multiple data sources to provide you with solutions on one single platform. Your customers need not create a ticket for all issues when a myriad of solutions probabilistically ranked are provided from multiple data sources all in one page. 02 Solve Complex Issues Our distinctive AI Resolve model returns contextual solutions as it has been able to harness tribal knowledge specific to our clients. The uniqueness of Ascendo’s AI Resolve comes from the superior quality of solutions. 03 Need Specific Information Ascendo’s AI Resolve caters to your customer support needs irrespective of the industry. I t can also be configured to gain specific industry knowledge, terms, and experts. 04 Choose relevant solutions As a customer support agent, Ascendo’s AI Resolve allows you to view solutions based on data sources and predicted root causes you want to explore. It also allows you to differentiate your solution search between different products. 05 Know what your customer needs All interactions with customers are saved and used as a knowledge bank to understand the trends and patterns of customer concerns over time. Cognitive As with any search engine, when you explain an issue, you will get answers. Specific to Ascendo’s AI Resolve, you will gain answers based on the symptom context from the various connected knowledge sources. Conversational Interact with an AI bot, powered by Ascendo's AIResolve that will return the most likely solutions to your queries. This can be achieved through any channel. Transform how you Listen to customers Contact Us Choose your style