Autonomous Intelligence

Pinpoint

Analyzes customer-reported issues at scale to autonomously identify primary and secondary root causes in real time. Replaces manual ticket review with AI-driven pattern detection, enabling service and quality teams to address systemic failures before they escalate or repeat across the install base.

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5/5 Ratings

SOC 2 certified

Real-Time

Autonomous Analysis

Naming Categories and
Sub-Categories

Simple Nouns or phrases are not enough to name categories and sub-categories. This is a challenge with the traditional way of triaging category and sub-category.

The process requires algorithms to consider word frequencies, probabilistic importance and contextual importance. This methodology gives us a way to be consistent and standardizes the way to define problems to operate in autonomous mode.

We have also seen that an external "source of truth" can be created by experts in a different system of record. Ascendo is also able to connect to this external system of records and drive predictions in semi-autonomous mode.

The Ascendo Advantage

Compare how autonomous root cause analysis transforms your support operations.

Support without Ascendo

The list of problems keeps expanding as product expands.

Thousands of historical data points are needed.

Each data point needs to be filled in with expert knowledge.

Inaccurate learning.

17.5 hours per week spent on manually classifying problems.

Possibility of multiple unknown issues.

Multiple people talk about the same issue differently!

Mapping new problems causes inaccurate classes.

Manual work hurts getting Voice of the customer feedback.

Impediment to provide proactive support.

Support with Ascendo

As product expands, new categories are automatically created.

Every interaction data is automatically categorized and indexed without bias.

Every agent is an expert so escalations and onboarding goes down.

Consistent learning.

Realtime categorization is right at your fingertips.

No surprises with unknown issues.

Consistency in how issues are discussed across the teams.

New problems are mapped on its own.

Real time Voice of the customer feedback into product.

Support operations is fully proactive.

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Frequently Asked Questions

What is auto root cause analysis?

Pinpoint is Ascendo's auto root cause agent. It analyzes customer-reported issues at scale to autonomously identify primary and secondary root causes in real time, replacing manual ticket review with AI-driven pattern detection.

How does automated root cause analysis work?

It detects patterns across ticket data and historical issues, separates primary causes from secondary contributors, and surfaces systemic failures as they emerge, so quality teams can act before an issue repeats across the install base.

What problem does auto root cause analysis solve?

Manual ticket review is slow and misses systemic patterns. Pinpoint spots the shared cause behind a surge of tickets, for example a firmware version deployed two weeks earlier, and flags it in real time, preventing escalations and repeat failures.

How is it different from manual ticket categorization?

Manual categorization tags tickets one by one and rarely reveals the cause. Pinpoint clusters at scale and identifies the underlying driver, turning thousands of reports into a ranked, actionable root-cause view automatically.