Teradata, a global leader in data and analytics solutions, faced inefficiencies in customer support due to manual processes and inconsistent service quality. Despite using multiple tools, support engineers struggled with slow knowledge retrieval and repetitive tasks, impacting First Contact Resolution (FCR) rates and customer satisfaction.

By integrating Ascendo AI’s generative AI capabilities with their ServiceNow platform, Teradata transformed its support operations. AI-powered tools streamlined knowledge access, automated repetitive tasks, and predicted customer needs, enabling faster more accurate responses. The result was significantly improved FCR rates, reduced resolution times, and a more efficient support process.

The partnership delivered substantial cost savings and elevated customer satisfaction. With plans to expand AI integration across more functions, Teradata is driving innovation in customer experience. Read more to explore the full case study and the impact of AI-powered support.