Knowledge
Intelligence
Provide your experts at all times and all channels with virtual agent.
Become a Super Agent
It's time to give up all the manual work, starting from understanding problems, to managing knowledge, to recommending solutions.
Establish Connections
No need to keep jumping between your CRM systems looking for relevant information. Easily connect to multiple CRMs and other data sources using Ascendo's simple no-code integrations and observe the solutions ranked all together, at one place.
Translate Abstract data to Knowledge
Unstructured tribal data becomes knowledge only when you know where it can be used and applied. With Ascendo's AI Engine, it becomes easier to understand how solutions can be applied to problems, and how solutions and problems correlate among themselves so that the relevant solutions can become your knowledge stack.
Understand the Gaps
It isn't hard anymore to know where the gaps are! Ascendo's Auto Categorization and Top Call Drivers help you understand how issues change over time, which ones are prevailing issues and for which ones you need solutions to cover the gaps.
Fill in the Gaps
Do not wait for someone to create knowledge for you. Utilize Ascendo Data Enrichment to enhance your knowledge each time new issues are detected and fill in the open gaps. Ascendo readily learns from this knowledge and makes it prediction ready, on the fly.
Update your Knowledge
Static Knowledge is never enough in a world of endless possibilities. Using Ascendo's modules, easily update and enhance knowledge articles whenever necessary. Or simply wait for Ascendo to find out when is the best time to do so!
Become a Smart Leader
Understand what data sources are most important in decision making.
Recognize Valuable Knowledge
It is immensely important to know what type of knowledge is more helpful to assign resources across your knowledge management. Ascendo brings relevance from all the available data sources, and provides a high level observability over how your solutions are distributed.
Observe Constructive Insights
Discover Insights from various knowledge sources and when customers are interacting. Ascendo provides the most meaningful insights on its leaderboard that help you make impactful decisions.
Optimize Time Utilization
Save multiple man hours that were being spent to create knowledge content after numerous internal discussions. With Ascendo, easily figure out what are the most important knowledge sources, solutions, and actions that are necessary to be in effect.
Calculate CSAT and Savings
Determine how knowledge inclusion affects customer satisfaction scores and savings. Dive deeper into issues, solutions, gaps, knowledge and top drivers that can have a powerful impact to increase savings and CSAT scores.
Frequently Asked Questions
What is knowledge intelligence and how does it differ from a knowledge base?
A knowledge base is a static repository that agents search manually. Knowledge intelligence is an active layer that understands how knowledge is distributed across your systems, identifies which articles are most relevant to a given issue, detects gaps where no solution exists, and continuously improves based on how knowledge is used in real interactions.
How does the Knowledge Intelligence Agent connect to existing CRM and data systems?
Ascendo connects to multiple CRM systems and data sources through no-code integrations. Once connected, the agent consolidates solutions from all sources and ranks them together in a single view, so agents no longer need to jump between systems to find relevant information.
How does the agent identify knowledge gaps?
The agent uses auto-categorization and top call driver analysis to surface issue types that are recurring but lack documented solutions. It shows which problems are growing in volume, which have weak or missing coverage, and where creating new knowledge would have the highest operational impact.
Can the agent update knowledge articles automatically?
Yes. Using Ascendo Data Enrichment, the agent enhances knowledge articles each time new issue patterns are detected. It can flag articles for review when their effectiveness drops or when new resolution paths outperform existing ones, ensuring your knowledge base stays current without relying on manual curation cycles.
How does knowledge intelligence affect CSAT and operational savings?
The agent provides visibility into how knowledge inclusion affects customer satisfaction scores and cost-per-case. By surfacing which knowledge sources drive the most resolutions and which gaps lead to escalations, leaders can prioritize knowledge investments that directly improve CSAT and reduce support spend.
Knowledge Intelligence
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Contact usFrequently Asked Questions
What is the Knowledge Intelligence Agent?
It is Ascendo's documentation agent that turns tribal knowledge into standardized SOPs and MOPs. It monitors successful resolutions and technician feedback, captures the unwritten insights that make experts valuable, and structures them into procedures, so knowledge isn't lost when people retire.
How does it capture tribal knowledge?
It continuously watches successful fix paths and technician notes, semantically clusters resolution patterns, and validates outliers against the fleet before promoting them into the global SOP. When an expert discovers a new workaround, the agent detects it and updates the procedure automatically.
How does it reduce time spent searching for information?
By keeping SOPs structured, current, and searchable, the agent cuts the time technicians spend hunting for critical information, typically by around 60%, and continuously flags knowledge gaps so documentation keeps improving instead of going stale.