Resolve
Diagnoses complex technical issues through multi-modal, multi-lingual conversational guidance and delivers step-by-step resolution paths. Draws on asset history, service records, and knowledge articles to support both remote and on-site technicians in reducing time-to-resolution and improving first-time fix rates.
Ascendo
Resolve
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Resolve engages technicians through natural, conversational guidance. Ask questions in plain language, get step-by-step answers grounded in asset history and knowledge articles, and close issues without escalating to a senior engineer.
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Conversational Resolution Intelligence
Resolve does not rely on static scripts or manual decision trees. It understands the context of each issue by drawing from asset history, service records, and knowledge articles to generate guidance that fits the specific situation.
Technicians interact in their preferred language and format. Resolve responds with ranked resolution paths, surfaces relevant documentation, and adapts in real time as the technician progresses through each step.
Every resolved issue feeds back into the system, so the guidance gets sharper over time. Teams see measurable improvements in first-time fix rates and mean time to resolution without adding headcount or relying on senior experts for every escalation.
Multi-Modal, Multi-Lingual Guidance
Resolve communicates with technicians through text, voice, and visual inputs across any language. Whether a field engineer is on-site or a remote expert is guiding from HQ, Resolve delivers clear, contextual instructions in the format and language that works best for the situation.
Data sources
- Training
- FAQ
- User guides
- Enrichment articles
- Knowledge objects
Asset History and Service Records
Every resolution path is informed by the full lifecycle of the asset. Resolve surfaces prior service records, past failure patterns, and maintenance history to ensure technicians are never starting from scratch. Context-aware guidance means faster diagnosis and fewer repeat failures.
Knowledge Article Integration
Resolve draws from structured knowledge articles, OEM documentation, and institutional know-how captured from your best technicians. The right article surfaces automatically at the right step, eliminating manual searching and reducing dependency on senior expert availability.
Remote and On-Site Support
Whether the technician is on the floor or the expert is dialing in remotely, Resolve keeps both in sync. Step-by-step resolution paths are shared in real time, with confirmations, escalation triggers, and handoff points built directly into the workflow.
Reduce MTTR and Improve First-Time Fix Rates
Resolve tracks resolution outcomes across every interaction and continuously improves its guidance based on what actually worked. Teams see measurable reductions in mean time to resolution and consistent improvement in first-time fix rates across the fleet.
Seamless Live Agent Handoff
Eradicate customer frustration with seamless live agent handoff! Ascendo AI equips agents with complete interaction history and AI-powered predictions, enabling personalized recommendations and faster resolutions. Make every front-line agent a superhero!
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